BPO Team Lead

NTT • Quezon City, Metro Manila • Posted July 14, 2026

About the Role

JOB DESCRIPTION

We are currently seeking a BPO Team Lead to join our team in Quezon City, Quezon (PH-QUE), Philippines (PH).

Key Responsibilities


1. Team Performance Management

  • Monitor daily, weekly, and monthly KPIs (AHT, QA, CSAT, productivity, accuracy, adherence).
  • Conduct regular performance reviews and provide individualized coaching.
  • Ensure the team consistently meets or exceeds SLA targets.
  • Manage attendance, scheduling, and adherence to workforce requirements.


    • 2. Operational Excellence

  • Allocate workload and manage capacity to meet service demand.
  • Oversee transaction processing, customer interactions, and escalations.
  • Ensure compliance with company policies, financial regulations, and client requirements.
  • Drive continuous improvement through root cause analysis and corrective actions.


    • 3. Quality & Compliance

  • Conduct call/transaction audits and participate in QA...