Team Lead

Role Details

Type of Support:Omnichannel
Contract Duration:Permanent
Training Schedule:To be Determined
Work Schedule:To be Determined
Work type and Location:Hybrid Cubao or Taguig
Expected start date:ASAP

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 and leada 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.

What We Expect From You:

• 24 years of BPO experience with at least 2 year in a leadership supervisory or SME capacity.
• Experience supporting healthcare medical device or technical accounts is a strong advantage.
• Excellent communication analytical and coaching skills.
• Strong understanding of quality assurance performance management and escalation handling.
• Proficiency in reporting and CRM tools.
• Ability to thrive in a fast-paced detail-oriented and compliance-driven environment.
• Willingness to work onsite in Taguig and collaborate with cross-functional teams.

What You Will Get In Return:

• Competitive compensation and benefits
• Flexible work arrangements
• Opportunities for professional growth and career development
• Inclusive supportive culture built on empathy and respect
• A chance to collaborate with global partners and diverse teams

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.