Team Leader

Team Leader

G/F Building 3, Matina IT Park, McArthur Highway, Davao, PH

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About the Role

We are looking for a driven and people-focused Team Leader to oversee daily operations, coach team members, and ensure top-tier performance across key metrics. This role is ideal for someone who thrives in a fast-paced environment and has strong leadership, analytical, and communication skills.

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Key Responsibilities

Team Management

• Conduct weekly 1:1 coaching sessions with team members
• Monitor and drive performance across KPIs
• Lead team meetings and communicate company and program updates
• Identify performance gaps and implement coaching, PIPs, or disciplinary actions as needed
• Provide real-time floor support and feedback
• Collaborate with HR on performance and disciplinary matters

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Operations & Program Management

• Act as the main point of contact for day-to-day operations
• Maintain regular communication with clients and stakeholders
• Oversee routing, deployment, and QA audits
• Ensure adherence to SOPs and safety protocols
• Analyze trip footage and operational data to identify improvements
• Recommend and implement process enhancements

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Administrative Tasks

• Prepare and submit operational reports
• Coordinate with reporting teams to ensure accurate timekeeping
• Manage monthly incentives and recognition programs
• Organize team engagement activities

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Qualifications

• Proven experience in a Team Leader / Supervisory role (BPO or operations preferred)
• Strong coaching and performance management skills
• Excellent communication and stakeholder management abilities
• Experience handling KPIs and data-driven decision-making
• Ability to multitask and thrive in a fast-paced environment
• Proactive, detail-oriented and solutions-driven