BPO Team Lead (Hybrid)

Role Details

Type of Support: Leadership
Contract Duration: Full Time
Training Schedule: Open to shifting schedules (subject to business requirements)
Work Schedule: Open to shifting schedules (subject to business requirements)
Work type and Location: Hybrid, Cubao or Taguig
Expected start date: ASAP

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let’s build the future of customer experience together.

The Role

Team Leaders are trusted leaders responsible for the oversight and support of frontline associates. They ensure operational excellence by monitoring day-to-day team performance, coaching, and partnering with stakeholders to meet key business objectives. This role is pivotal in maintaining continuity, morale, and high performance within the team. A successful candidate for this role will bring strong people management skills, attention to detail, and a commitment to fostering a collaborative, high-performance team environment. The Team Leader ensures alignment with Crescendo’s standards while temporarily assuming full supervisor duties.

What You'll Do:

• Overseeing team performance and delivering operational results
• Conducting regular 1:1s and coaching sessions with associates
• Managing shift schedules, attendance, escalations, and quality monitoring
• Coordinating training refreshers, updates, and best practice sharing
• Supporting employee engagement, retention, and professional development
• Providing daily, weekly, and monthly performance reports and insights
• Acting as the primary point of contact for internal and external stakeholders
• Upholding Crescendo’s values and ensuring a respectful, inclusive team culture
• Identifying operational gaps and recommending immediate improvements
• Collaborating cross-functionally to support team goals and service level targets

What We Expect From You:

• Strong people management and coaching abilities
• Experience managing schedules, reporting, KPIs, and performance metrics
• Excellent communication, collaboration, and organizational skills
• Comfortable working in a fast-paced, hybrid setup
• Proficiency in tools such as Zendesk, GSuite, and workforce management platforms
• Experience in BPO, tech support, or customer experience preferred
• A growth mindset and readiness to lead with empathy and integrity

What You Will Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.