Onsite Project Based Team Lead (BGC)

Role Details

Type of Support:Omnichannel
Contract Duration:60-90 days
Location: On-Site (BGC Taguig)
Schedule: 10am - 7pm Manila Time (Sunday Thursday) FriSat OFF
Expected Start Date:Nov 13 2025

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact.

Join us at Crescendo and lets build the future of customer experience together.

The Role

Were looking for a Team Lead to oversee day-to-day operations for a customer support program. This role plays a key part in ensuring team performance quality of service and a strong customer experience by providing guidance coaching and operational leadership.

What Youll Do:

• Supervise a team of Customer Support Specialists driving consistent achievement of performance and quality metrics.
• Conduct regular coaching sessions 1:1s and team huddles to reinforce goals and provide feedback.
• Monitor daily operations ensuring adherence to schedules productivity and service level targets.
• Collaborate with cross-functional partners such as Workforce Quality and Training to address performance trends and operational needs.
• Handle escalations with empathy and efficiency ensuring resolution and customer satisfaction.
• Track and analyze key performance indicators (AHT CSAT attendance productivity) and implement corrective actions as needed.
• Support new hire onboarding and ongoing skills development within the team.
• Ensure compliance with company policies client expectations and data privacy standards.

• At least 23 years of experience in BPO customer support with 1 year in a leadership or SME capacity.
• Excellent communication coaching and people management skills.
• Strong understanding of operational metrics and team performance drivers.
• Proficiency in CRM or ticketing tools (e.g. Zendesk Intercom Freshdesk etc.) is an advantage.
• Willing to work onsite in Taguig (Cybersigma) on a 10:00 AM 7:00 PM schedule.
• Organized proactive and comfortable in a fast-paced performance-driven environment

• Opportunity to lead and develop a dynamic support team.
• Collaborative work culture and supportive leadership.
• Competitive compensation package and benefits.
• Career growth opportunities within a global organization.

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.