Location: Onsite - Cebu City

Job Type: Full-time, Onsite

Company Overview:

At CSV Now, we’ve built our reputation as trusted talent acquisition consultants for Silicon Valley’s most innovative startups, matching cutting-edge companies with exceptional talent. Now, we’re taking our expertise to the next level!

With our expansion into the BPO industry, we are bringing customized, high-impact solutions to small and medium-sized enterprises (SMEs). Based in the thriving innovation hub of Cebu, our BPO unit is designed to empower businesses by streamlining operations, enhancing customer experiences, and driving growth—one tailored solution at a time.

CSV Now stands at the forefront of transforming visions into reality. Join us as we redefine the possibilities!

Role Overview:

We’re looking for an experienced Team Manager to lead our Team Leaders, SMEs, and Operations Team within our fast-paced BPO environment. This role is crucial in ensuring high performance, client satisfaction, and continuous team development.

Key Responsibilities:

Leadership & Team Development

• Lead and support Team Leaders, SMEs, and Operations Teams, ensuring they have the tools and guidance to succeed.
• Conduct regular one-on-ones with Team Leaders to discuss performance, coaching needs, career growth, and leadership effectiveness.
• Implement strategies to boost sales, productivity, and team morale.

Performance Management & Coaching

• Monitor KPIs and performance trends, ensuring teams meet client expectations and quality standards.
• Provide real-time coaching and structured performance improvement plans when needed.
• Foster a culture of accountability, continuous learning, and professional growth.

Client-Facing Responsibilities

• Act as a primary point of contact for clients regarding team performance, challenges, and opportunities.
• Attend client meetings to discuss metrics, escalations, and strategic improvements.
• Ensure teams are aligned with client objectives, SLAs, and compliance requirements.

Strategic Planning & Reporting

• Conduct weekly SWOT analyses to assess team strengths, weaknesses, opportunities, and threats.
• Provide data-driven reports to executive management on performance, challenges, and solutions.
• Collaborate with leadership to implement scalable, high-impact strategies.

Scheduling & Shift Management

• Oversee Team Leader schedules and ensure efficient workforce management.
• Address scheduling conflicts and ensure shifts are fully staffed for optimal productivity.

Additional Responsibilities

• Act as a bridge between operations and executive management, ensuring smooth communication.
• Handle escalations efficiently to maintain service excellence.
• Participate in hiring and developing future leaders within the company.
• Continuously refine best practices to improve team performance and client experience.

What We’re Looking For:

• Proven experience in a BPO leadership role (Senior Team Lead, Shift Manager, Team Manager, or similar).
• Strong people management and coaching skills.
•  Experience in client-facing roles, handling client escalations and reporting.
•  Ability to analyze performance data and implement improvement strategies.
•  Excellent problem-solving skills and a proactive approach to team management.
•  Strong communication skills to effectively liaise with both teams and clients.
•  Ability to adapt in a fast-paced, KPI-driven environment.

Work Schedule & Setup:

• Must be amenable to work onsite near Ayala Business Park, Cebu City.
• Open to working flexible hours, including day, night, weekend, and holiday shifts.

We Offer:

• Performance Bonus
• HMO coverage after 90 days.
• Enjoy a 13th-month salary
• 10% night differential.
• Two days off each week.
• Access to government-mandated benefits and additional company perks.
• Opportunities for career growth and advancement within the company.