Team Leader

Job description:

Job Title: Team Leader (BPO – Publishing Account)
Work Setup: Onsite | Graveyard Shift - iloilo
Start Date: ASAP

Job Summary:
We are seeking tenured Team Leaders with solid experience in a BPO environment to support a publishing account. The ideal candidate has a proven track record in driving First Call Resolution (FCR), leading high-performing teams, and demonstrating excellent communication skills. This role requires hands-on leadership, strong operational discipline, and the ability to start immediately.

Key Responsibilities:

• Lead, coach, and develop a team of customer service representatives to meet and exceed performance targets
• Drive and improve First Call Resolution (FCR), customer satisfaction, and quality metrics
• Monitor team performance through call audits, KPIs, and regular feedback sessions
• Conduct team huddles, one-on-ones, and performance reviews
• Handle escalations and compl...