BPO Team Lead Hybrid

Role Details

Type of Support:Omnichannel (Chat Email Phone Social Media)
Location:Hybrid Metro Manila Philippines
Work Schedule:Open to shifting schedules (subject to business requirements)

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 sleep.

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.

Welcome to Crescendo. Welcome to whats next.

The Role

Were looking for a seasonedBPO Team Leadwho knows how to bring out the best in frontline support this fast-paced environment youll balance coaching performance oversight and operational execution to keep the team aligned motivated and delivering results.

Youll help shape the teams service culture by setting clear expectations providing ongoing feedback and ensuring every customer interaction is reliable thoughtful and high quality.

What We Expect From You:

• At least 2years in a leadership or SME role
• 23 years of BPO customer support experience
• Strong communication coaching and people management skills
• Solid understanding of operational metrics and what drives team performance
• Experience with CRM or ticketing tools (Zendesk Intercom Freshdesk etc.) is an advantage
• Organized proactive and effective in a fast-paced performance-driven environment
  

What Youll Do:

• Lead and coach a team of Customer Support Specialists to meet performance quality and service level goals
• Manage escalations with empathy and ensure timely high-quality resolutions
• Track key metrics (AHT CSAT attendance productivity) and drive action plans.
• Support onboarding and ongoing skill development
• Ensure compliance with policies client standards and data privacy requirements.
• Oversee daily operations and partner with workforce quality and training teams to resolve issues and improve processes
  

What Youll Get In Return:

• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Be part of a people-first values-driven organization
• Work with innovative global partners and diverse teams
• Comprehensive benefits package including medical dental and vision options
• Training and professional development opportunities

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.