BPO Team Leader | BPO Supervisor

Job Title : Team Lead Voice Support

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 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 :

Strong leadership and organizational skills