Job Description

We are looking for a driven and experienced Team Leader to manage and support a team of customer service representatives in a fast-paced BPO environment. The Team Leader will be responsible for monitoring team performance, providing coaching and guidance, ensuring quality service, and helping the team meet client and company goals.

Responsibilities

• Supervise daily operations of the team
• Monitor agent performance, attendance, and productivity
• Conduct coaching sessions and performance feedback
• Ensure excellent customer service and compliance with company policies
• Prepare reports and track team KPIs
• Assist in resolving escalated customer concerns
• Motivate and develop team members to achieve targets

Requirements

• At least 1–2 years of BPO Team Leader experience
• Strong communication and leadership skills
• Experience handling customer service or sales accounts is an advantage
• Ability to multitask and work in a fast-paced environment
• Proficient in Microsoft Office and reporting tools
• Willing to work on a shifting schedule
• Willing to work on-site in Dagupan