BPO Team Leader | BPO Supervisor

Job Title : Team Lead Voice Support (Retail Domain Preferred)

Work Arrangement : Onsite

Shift : 24x7 Rotating Shifts

Location : Cebu

Start Date : ASAP

Openings : 25

About the Role :

We are seeking a proactive and experienced Team Lead to manage a voice support team within a customer service or retail operations environment. The ideal candidate will have a strong background in leading teams, especially in high-volume or customer-facing environments. This role is fully onsite and requires flexibility to work across rotating shifts.

Key Responsibilities :

Team Management : Supervise daily operations of the support team, track performance metrics, and ensure service level agreements (SLAs) are met.

Communication : Serve as the liaison between the team and upper management, delivering updates, policy changes, and feedback clearly and effectively.

Task Delegation & Coordination : Allocate tasks based on team members skills and capacity while ensuring deadlines and quality standards are met.

Coaching & Development : Provide regular coaching, mentoring, and performance feedback to team members to support their professional growth.

Conflict Resolution : Mediate interpersonal issues and ensure a positive team environment to maintain productivity and morale.

Qualifications :

Education : College degree preferred, but open to undergraduates with relevant experience.

Experience : Minimum of 2 years in a Team Lead or Supervisory role within any line of business (experience in the retail domain is a plus).

Skills :

Strong leadership and organizational skills

Excellent verbal and written communication

Problem-solving and decision-making abilities

Comfortable working in fast-paced, customer-driven environments