{"id":3690074,"url":"https://alion.io/job/helpware-team-leader-m","title":"Team Leader (M)","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T14:30:51Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-07T09:56:52Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Team Leader\nAbout Us\nHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.\nOur Cebu, Philippines Team is growing and we're looking for an experienced Team Leader to join our Helpware Team.\nPosition Overview:\nThe Team Lead is responsible for overseeing daily team operations, supporting employee performance, and ensuring team goals and business objectives are consistently met. This role provides guidance and coaching, monitors performance, addresses operational concerns, and serves as a key point of contact between the team and management. Some primary responsibilities are as follows:\nConsistently meets or exceeds team performance and productivity targets. \nProvides effective coaching and support to improve individual and team performance. \nEnsures work is completed accurately, efficiently, and within established timelines. \nMaintains strong team engagement, accountability, and collaboration. \nIdentifies operational challenges and proactively implements solutions. \nProvides accurate and timely performance updates to management. \nKey Responsibilities:\nProvide direct line management and oversight for a team of 10-15 agents. \nManage team performance through effective communication, regular team meetings, mentoring, coaching, and feedback. \nRegularly review and analyze individual and team performance to drive effectiveness and identify areas for improvement. \nEnsure team members understand the company’s mission, vision, values, and behavioral expectations, and how these contribute to performance evaluations. \nOversee staffing plans, workforce coverage, and schedule adherence in alignment with business needs and stakeholder requirements. \nFoster a positive, accountable, and collaborative team culture aligned with company leadership principles and values. \nEffectively manage time, priorities, and competing responsibilities in a fast-paced environment. \nAdapt quickly to changing business needs and demonstrate the ability to manage multiple priorities simultaneously. \nLead and support projects, ensuring tasks, timelines, and deliverables are effectively managed. \nMaintain strong client and stakeholder relationships through clear communication, timely follow-up, and effective issue resolution. \nIdentify operational challenges and proactively recommend solutions to improve team performance and overall efficiency. \nQualifications :\nMinimum of 2 years of experience in a Team Lead, Supervisor, or similar leadership role, preferably within the BPO industry or in a comparable capacity. 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