On-site - Pasig 1-3 Years Experience, Diploma, Full-time
Work Setup: 100% Onsite
Schedule: Night Shift
Job Responsibilities
- Manage and lead a team of customer service associates (10–20 agents)
- Monitor daily performance (AHT, CSAT, QA, attendance, productivity)
- Conduct regular coaching sessions and performance reviews
- Handle escalations and support agents in resolving customer concerns
- Prepare and analyze daily/weekly performance reports
- Facilitate team huddles, meetings, and engagement activities
- Collaborate with QA, Training, and Operations teams to drive results
Qualifications
- At least 1 year experience as Team Leader / Supervisor in a BPO setting
- Open to undergraduates
- Must have people management experience (handled a team)
- Strong understanding of KPIs and performance metrics
- Good communication and leadersh...