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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to enhance team performance and engagement in a frontline environment. Proficient in managing KPIs, handling escalations, and communicating effectively with stakeholders.
Highest-signal resume keywords
Team LeadershipCoaching and DevelopmentPerformance ManagementConflict ResolutionCRM and Helpdesk Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI MonitoringPerformance PlansQuality Assurance ScorecardsWorkforce Management
Soft Skills
Strong CommunicationConflict Resolution Skills
Tools & Technologies
CRM ToolsHelpdesk ToolsReporting Tools
Industry Keywords
BPOContact CenterFrontline SupportU.S. Clients
About the role
Key responsibilities & impact- Lead, coach, and motivate a team of frontline agents or specialists
- Monitor KPIs such as quality, productivity, and response times, and act on gaps
- Run regular one-on-ones, feedback sessions, and performance plans
- Handle escalations and complex cases directly
- Communicate team performance and issues to managers and client stakeholders
- Support onboarding and training for new team members
- Coach and lead frontline teams supporting U.S. clients
- Drive performance, quality, and engagement while handling complex cases as a player-coach
Requirements
What you’ll need- 2+ years of experience as a Team Lead or Supervisor
- Proven ability to improve team performance through coaching
- Excellent spoken and written English
- Strong communication and conflict-resolution skills
- Comfortable with CRM, helpdesk, and reporting tools
- Availability to work U.S. business hours
- Based in the Philippines, with a reliable home office setup and stable internet connection
- Experience in a BPO or contact center environment (nice to have)
- Experience with QA scorecards and workforce management (nice to have)
Benefits
Comp & perks- Health Maintenance Organization (HMO)
- Paid Time Off (PTO)
- Mental Health Leave
- Birthday Leave
- Gym Allowance
- Extra Holiday Pay
- Remote Work Setup
- Opportunities for professional growth and development