Team Leader

About Trinity Outsourcing Solutions

Trinity Outsourcing Solutions is dedicated to connecting talented professionals with dynamic career opportunities across the world. As a trusted HR partner, Trinity offers a pathway for skilled individuals to work in roles that align with their expertise and support their career advancement. Known for fostering a supportive and growth-focused environment, Trinity provides hands-on experience and tailored opportunities for development. By prioritizing meaningful placements, Trinity enables professionals to unlock their potential and make a lasting impact within innovative companies.

The Role

• Ortigas, Pasig (Onsite)
• Graveyard Shifting, Canada Hours
  
  

We are looking for an experienced and dynamic Team Leader to manage and lead a high-performing team of customer service representatives in a fast-paced BPO environment. This role requires strong leadership, excellent communication skills, and a passion for performance management. The ideal candidate will have a background in sales or upselling, as well as experience handling accounts based in North America, particularly Canada or the US.

You will play a critical role in ensuring daily operations run smoothly while driving quality, customer satisfaction, and team growth.

Responsibilities

• Team Leadership & People Management
• Lead, coach, and motivate a team of agents to consistently meet and exceed KPIs and service targets.
• Conduct regular team huddles, performance reviews, and coaching sessions.
• Foster a collaborative, inclusive, and performance-driven work culture.
• Operations Oversight
• Monitor daily operations and ensure adherence to SLAs, productivity metrics, quality standards, and client expectations.
• Assist agents by taking over complex or escalated calls when necessary to ensure uninterrupted service.
• Identify areas of improvement and implement action plans for process optimization.
• Client Relations & Communication
• Serve as the primary point of contact between the client and your team.
• Address client inquiries and concerns promptly, ensuring transparency in team performance and deliverables.
• Proactively communicate operational updates, risks, and solutions.
• Training & Development
• Onboard and train new team members to ensure full understanding of systems, tools, and processes.
• Deliver ongoing coaching and skills development for team members, with a focus on upselling and customer retention strategies.
• Support the career growth of agents through performance feedback and goal-setting.
• Reporting & Performance Analytics
• Track and analyze team performance metrics; generate daily/weekly/monthly reports as required.
• Use insights from performance data to drive continuous improvement and make strategic decisions.
• Compliance & Process Management
• Ensure strict adherence to company policies, client-specific guidelines, and regulatory requirements.
• Uphold service quality by ensuring SOPs and QA standards are followed at all times.
  

Qualifications

• At least 2 to 3 years of experience as a Team Leader in a BPO or call center environment.
• Prior exposure to sales, upselling, or customer win-back campaigns is highly preferred.
• Experience in managing US or Canadian accounts is a strong advantage.
• Excellent leadership, interpersonal, and conflict-resolution skills.
• Strong knowledge of contact center tools, reporting systems, and CRM platforms.
• Willingness to work on-site and on a shifting schedule based on Canadian business hours.
• Highly adaptable, analytical, and results-oriented.