BPO Senior Team Leader

Discover your 100% YOU with us!

Position: Senior Team Leader
Location: Baclaran Parañaque
Work setup & shift: Onsite |Shifting Schedule

Why join us?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Senior Team Leader, you will:
Team Management & Performance

Supervising a team of agents to ensure productivity and quality standards
Setting performance goals and monitoring key metrics set by the clients.
Conducting performance evaluations and coaching team members.
Track team performance through KPIs and QA (Quality Assurance) scores.

Process & Operations Oversight

Ensuring smooth workflow and ensuring adherence to company policies and SOPs (Standard Operating Procedures).
Implementing process improvements to enhance efficiency.
Managing escalations and resolving complex customer issues.
Implement process improvements based on customer feedback and data analysis.

Training & Development

Mentoring and ups-killing team members.
Conducting training sessions on processes, tools, and customer handling.
Identifying skill gaps and recommending training programs.
Identify knowledge gaps and arrange refresher training sessions.
Keep the team updated on new tools, products, and policies.

Client & Stakeholder Communication

Acting as a liaison between the team and upper management or clients.
Reporting on performance metrics and providing insights for business improvements.
Addressing client concerns and ensuring service level agreements (SLAs) are met.
Employee Engagement & Retention
Fostering a positive work environment to keep team morale high.
Implementing engagement initiatives to reduce attrition.
Encourage career growth and development within the organization.

What You Need:
Non-negotiable

Strong verbal and written communication skills in English.
Strong understanding of BPO processes, KPIs, and SLAs.
Experience in workforce planning and resource allocation.
Proven experience in managing customer service teams (voice, chat, or email).
Experience in client reporting, stakeholder management, and presentations

Preferred skills/expertise

Bachelor’s degree (preferred but not always required).
Minimum 4-5 years as a full pledge team leader or in a more senior management role within a BPO environment preferably Australia Accounts.
Strong people management and coaching skills
Excellent communication & problem-solving abilities
Strong computer literacy in Microsoft Office applications.
Strong people management and coaching skills
Excellent communication & problem-solving abilities
Data-driven approach to monitoring KPIs
Ability to handle escalations & de-escalate conflicts
Adaptability to process changes & customer needs