Team Leader - BPO Voice Account (100% Onsite – Ortigas)
Required Skills
Team Management
Escalation Resolution
Job Description
Key Responsibilities
- Lead, coach, and develop a team of voice support agents to achieve operational excellence and key performance indicators.
- Handle complex escalations swiftly, ensuring timely resolution and customer satisfaction.
- Recruit, train, and onboard new team members, fostering a positive and growth-driven environment.
- Conduct regular performance evaluations, provide constructive feedback, and implement performance improvement plans as necessary.
- Own staff scheduling, attendance tracking, and shift management to maintain optimal coverage in a 24x7 operation with 2 rest days weekly.
- Act as a liaison between management and front-line teams, clearly relaying goals, updates, and best practices.
- Maintain high standards in operational processes, supporting team productivity and compliance.
Required Skills and Qualifications
- Minimum of 2 years of experience as a Team Leader in any voice-based lines of business (experience in the Retail domain is highly preferred).
- Proven team management skills with the ability to motivate and inspire diverse groups.
- Strong escalation resolution abilities and a focus on delivering excellent customer service.
- Excellent written and verbal communication skills, with a keen attention to detail in client interactions.
- Experience with staff scheduling, training, and performance management in a BPO setting.
- Demonstrated ability to coordinate operational activities in a fast-paced, 24x7 environment.
- Educational background: Completed at least 2 years in college with no back subjects.
About micro1
micro1 is a data engine that helps AI labs train foundational models and enterprises build AI agents. We provide frontier evaluations and reinforcement learning environments used to improve LLM capabilities, as well as contextual evaluations used to monitor and improve AI agents in enterprise settings. Our data engine includes an AI recruiter agent that sources and vets domain experts, a data platform that enables rapid production of high-quality training data, and a pipeline performance system that ensures both quality and velocity.
Our goal is to have 1 billion people doing meaningful work by contributing their expertise to the development of frontier AI models. We’ve raised $40M+ in funding, and our AI recruiter has powered more than 1 million AI-led interviews as our global network of experts expands to form the human intelligence layer for AGI.