Senior Team Leader
On-siteCagayan de Oro, Northern Mindanao, Philippines
Job Summary
Lead a team of 15–20 Customer Experience Specialists, conducting regular 1-on-1s and performance calibrations to ensure consistent growth. Oversee daily floor operations to hit and exceed key metrics such as NPS, CSAT, AHT, and First-Call Resolution for international voice and omnichannel accounts. Act as the primary point of contact for international clients, providing regular performance updates and participating in business reviews to align local output with global goals. Identify bottlenecks in the customer journey and implement proactive solutions to enhance efficiency and service quality. Serve as the final point of resolution for complex customer concerns. Requires 3–5 years of leadership experience in an international BPO environment, proficiency in CRM tools like Salesforce or Power BI, and willingness to work shifting schedules.
Required Qualifications
- At least 3–5 years of leadership experience as a Team Leader or Senior Team Leader in an international BPO environment
- Voice account experience
- Exceptional verbal and written English communication skills
- Ability to influence and engage with global stakeholders
- Proficiency in using CRM tools and data platforms (e.g., Salesforce, SAP, or Power BI)
- Strong emotional intelligence
- Ability to lead a team through high-pressure situations
- Premium service mindset
- Willingness to work shifting schedules to support international time zones and business requirements
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