Team Lead (BPO - Customer Service)

Why Join enablesGROUP?

Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.

Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.

At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.

We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.

Our Perks & Benefits include:

• Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
• 20 leave credits for vacation, emergencies, sick days, and even your birthday! 🎉
• Endless opportunities for career advancement with annual performance reviews and salary increases.
• Company-provided laptop to set you up for success.
• Convenient office location in Pasig, at the heart of Manila, accessible to all.
• Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
• In-house learning & development programs with access to the latest in AI and technology.

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Job Title: Team Lead (BPO - Customer Service)
Location: Ortigas, Pasig, PH
Work Schedule: Graveyard Shift

Job Details

We are looking for a motivated and results-driven Team Lead to oversee a team of Customer Service Representatives in a fast-paced BPO environment. The ideal candidate will be responsible for driving team performance, ensuring service level targets are achieved, coaching and developing team members, and maintaining high standards of customer service.

This role requires strong leadership, excellent communication skills, and the ability to thrive in a dynamic, performance-driven environment.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Service Representatives to consistently achieve KPIs and performance targets.
• Conduct regular coaching sessions, performance reviews, and feedback discussions to improve individual and team performance.
• Monitor attendance, schedule adherence, productivity, and quality metrics.
• Handle customer escalations and provide timely resolutions when necessary.
• Analyze team performance reports and implement action plans to improve results.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Conduct team huddles and communicate updates, process changes, and company announcements.
• Support the onboarding and training of new team members.
• Collaborate with Operations, Quality, Training, and Workforce teams to achieve business objectives.
• Foster a positive, engaging, and high-performance team culture.

Qualifications

• At least 2 years of experience as a Team Lead in a BPO/Call Center environment.
• Strong background in customer service operations.
• Excellent leadership, coaching, and people management skills.
• Strong verbal and written English communication skills.
• Proven ability to manage KPIs such as AHT, CSAT, Quality, Productivity, Attendance, and SLA.
• Proficient in Microsoft Office applications, particularly Excel.
• Able to work independently and make sound decisions under pressure.
• Willing to work permanent graveyard shift.
• Willing to work 100% onsite in Ortigas, Pasig City.