Team Leader – Telecom Support – Manila, Philippines

If you’re looking for team leader jobs in Manila and want a role that offers leadership responsibility within a fast-paced telecom support environment, this Team Leader position provides an opportunity to guide frontline teams, strengthen performance, and ensure excellent customer experience. As part of hiring in Manila, this role suits individuals who can coach agents, drive KPIs, and maintain service quality across voice, chat, or email operations.

Job Description:

About the Role
You will supervise customer service representatives, support day-to-day operations, ensure performance targets are met, and maintain strong service delivery standards. The role requires leadership capability, telecom process understanding, and the ability to manage performance through coaching, analytics, and collaboration with support teams.

Key Responsibilities

• Supervise a team of frontline agents handling customer interactions across voice, chat, or email channels.
• Monitor individual and team performance metrics, including AHT, FCR, CSAT, NPS, and quality scores.
• Conduct regular coaching sessions, feedback discussions, and performance evaluations.
• Handle customer escalations and ensure timely and effective resolution.
• Motivate team members and foster a positive, high-performance work environment.
• Ensure adherence to company policies, operating procedures, and client expectations.
• Prepare and present daily or weekly performance reports to management.
• Collaborate with QA, Training, and WFM teams to improve team efficiency and service delivery.
• Drive continuous improvement through root-cause analysis and action planning.
• Support onboarding and training of new team members.
• Apply strong communication, active listening, and KPI-focused performance management.
• Maintain the ability to work under pressure and meet performance goals within telecom workflows.

Job Requirements:

• Education: Graduation
• Minimum 1–2 years of experience in a leadership or supervisory role within a BPO or telecom account
• Strong understanding of telecom processes, customer needs, and performance metrics
• Excellent communication, interpersonal, and leadership skills
• Ability to make decisions quickly and manage pressure effectively
• Familiarity with CRM tools, call center platforms, and reporting dashboards
• Strong analytical and problem-solving capability
• Flexibility to work shifts, weekends, or holidays as required
• KPI-oriented mindset; sales experience preferred
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools
• Experience in performance coaching and employee development is an advantage

Why Join Fusion CX?

Join a performance-driven leadership role where your coaching, analytical skills, and operational insights directly impact customer satisfaction and team success.

• Lead a dynamic team in a high-volume telecom environment
• Strengthen your leadership and performance management skillset
• Collaborate with cross-functional teams for service quality and efficiency
• Grow your career within a structured, development-focused organization.

If you’re seeking team leader jobs in Manila or exploring hiring in Manila, apply now and advance your leadership journey with Fusion CX.