Consult Silicon Valley

Job Title: Team Leader

Location: Cebu, Philippines

Job Type: Full-time, Onsite

Work Address: 15F, 1 Nito Tower Building, Cebu City 

Company Overview: 

CSV Now, a well-established talent acquisition partner for Silicon Valley startups, is expanding into the BPO industry to deliver tailored customer support solutions for small and medium-sized businesses.

This is a unique opportunity to thrive in a dynamic, growth-focused BPO environment, drive innovation, and build a rewarding career with CSV Now as we continue to grow our operations in the Philippines.

Role Overview

We are looking for a Team Lead to guide and support a team of customer service professionals in delivering high-quality service across multiple communication channels such as voice, chat, email, and ticketing systems.

You will ensure operational efficiency, strong team performance, and excellent customer experience while driving continuous improvement and coordination across departments.

Key Responsibilities

Team Leadership & Support

• Lead, coach, and motivate a team of customer service representatives
• Conduct regular coaching sessions, performance feedback, and team meetings
• Promote a positive, accountable, and high-performance team culture

Operational Management

• Monitor daily team activities and ensure tasks are completed accurately and on time
• Manage workload distribution and ensure proper queue handling
• Ensure adherence to schedules, processes, and service level agreements (SLAs)
• Handle escalations and support resolution of complex customer issues

Performance Management

• Track key performance metrics
• Identify performance gaps and implement corrective actions
• Prepare and share regular performance reports and updates
• Drive continuous improvement initiatives within the team

Quality, Compliance & Coordination

• Ensure compliance with company policies, procedures, and quality standards
• Support quality monitoring and coaching initiatives
• Promote accuracy, efficiency, and customer-centric service delivery
• Monitor attendance and scheduling compliance with the Accounting Department to ensure proper payroll and timekeeping alignment

Communication & Stakeholder Management

• Act as a key point of contact between the team and management
• Coordinate with internal departments to ensure smooth operations
• Communicate updates, process changes, and expectations clearly to the team

What We’re Looking For

• Experience in a BPO environment (Team Lead experience is an advantage) or completion of Team Lead OJT/internship or training
• Strong leadership, coaching, and people management skills
• Good understanding of KPIs and operational performance metrics
• Strong communication, problem-solving, and interpersonal skills with an approachable personality
• Professional attitude with emotional maturity and ability to build positive working relationships

We Offer

• 13th-month pay
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
• HMO coverage upon regularization
• Career growth and advancement opportunities within the company
• A supportive and performance-driven work environment