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
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind.
We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
