SR. TEAM LEADER

About the Role

We are hiring a skilled and client-oriented Sr. Team Lead to support our growing BPO operations. This role is ideal for someone who is still close to the day-to-day work but ready to step into a leadership role that involves direct client interaction. You'll lead by example, coaching agents, resolving issues, and maintaining strong communication with internal and external stakeholders.

Key Responsibilities

• Oversee day shift team performance, supporting agents and driving service quality.
• Handle escalations and step in to support operational tasks when needed.
• Serve as a point of contact for client communications, updates, and deliverables.
• Conduct quality assurance reviews, performance huddles, and one-on-one coaching.
• Assist with onboarding, training, and continuous development of team members.
• Monitor KPIs and suggest workflow or process improvements to boost efficiency and client satisfaction.

Qualifications

• 3-5 years of experience in the BPO industry with exposure to client communication and performance leadership.
• Strong understanding of contact center metrics, service levels, and quality assurance standards.
• Comfortable handling both operational work and people management responsibilities.
• Excellent communication and interpersonal skills; confident in dealing with clients professionally.
• Organized, proactive, and solutions-focused.

Working Conditions:

• Work Schedule: Dayshift, Shifting
• Work Arrangements: In-Office

About the Company

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority, and we offer the world's leading aggregator marketplace for outsourcing.

We specifically provide the conduit between Philippines outsourcing suppliers and the businesses clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.