Team Leader - Onsite Cebu

Responsible for overseeing the daily performance, productivity, attendance, and overall management of a team within the operations environment. The role ensures delivery of client and organizational KPIs through effective coaching, people management, process compliance, and operational leadership while driving employee engagement and continuous improvement.

Primary Responsibilities:

• Manage day-to-day operations of assigned team/s
• Monitor team performance against productivity, quality, SLA, CSAT, AHT, and attendance metrics
• Conduct regular coaching sessions, feedback discussions, and performance reviews
• Ensure adherence to company policies, client requirements, and operational processes
• Drive employee engagement, motivation, and team morale
• Handle escalations and provide timely resolution to operational concerns
• Collaborate with cross-functional departments such as Quality, Training, WFM, HR, and IT
• Analyze reports and identify opportunities for performance improvement
• Support operational initiatives, process improvements, and client requirements

Required work experience:

• Minimum 2 years of experience as a Team Leader in the BPO industry, with healthcare account experience.
• Excellent communication, leadership, and interpersonal skills.
• Proven ability to manage retention and attrition, and drive KPIs.
• Strong client relations management skills.