Gratitude India

Team Leader

1 - 4 year(s)

Philippines - Manila (Taguig)

40 - 45 Thousand p.m

Job Description

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Role: Team Leader

Timings: Rotational Shifts (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Voice

Key Skills:

Team leader BPO
telco

Job title: Team Leader
Account: Telco
Work set up: On-site at Taguig
Work shift: Shifting
Salary: 40,000 - 45,000 basic
Start date: April 17, 2026/ ASAP
Headcount: 4
BPO industry experience in the relevant role is required.

CRITICAL REQUIREMENTS:
• High School /SHS Graduate, Bachelor’s degree or equivalent experience is acceptable
• Open for Filipinos and local applicants only
• With the latest Team Leader experience handling Telco accounts for at least 2 years in a BPO setting
• Ability to analyze and interpret operational data to inform decisions.
• Problem-solving: Define issues, collect data, and draw valid conclusions.
• Fulfillment of all assigned responsibilities and duties.

Job Summary:
The Team Lead is responsible for guiding and developing a team to ensure operational efficiency,
adherence to performance metrics, and alignment with client and company standards.
This role emphasizes employee development, quality assurance, and process compliance.

Key Responsibilities:
 Ensure schedule adherence and meet required production hours.
 Maintain compliance with Client and Firstsource Customer Experience and Quality standards.
 Use and share performance data to improve team productivity and meet financial targets.
 Conduct performance evaluations and offer coaching for ongoing employee development.
 Ensure compliance with internal policies, client standards, and applicable laws.
 Foster team development through continuous training, mentoring, and support.
 Monitor team KPIs and report regularly on performance to the Operations Manager.
 Lead disciplinary processes in line with company policy.
 Achieve or exceed targets related to attrition and employee retention.
Note: For leadership-level roles, responsibilities may be divided into strategic and operational categories.

Key Performance Indicators (KPIs)
 Ability to analyze and interpret operational data to inform decisions.
 Problem-solving: Define issues, collect data, and draw valid conclusions.
 Fulfillment of all assigned responsibilities and duties.

What We Offer:
At Firstsource Solutions Limited, we are committed to providing a supportive and rewarding
work environment. In addition to a competitive salary, we offer:
 Comprehensive health insurance coverage.
 Generous paid time off and holiday leave.
 Opportunities for career development and advancement.
 A collaborative and inclusive company culture.
 Modern, well-equipped work facilities.

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Virginia Kimani

Recruiter - Gratitude India

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Manila ,

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