BPO - Healthcare Team Leader (Hybrid Setup)

Vibe check, vibe check! Have you ever found yourself resonating with Claire Dunphy from Modern Family, Jim Halpert or Pam Beesly from The Office, and Barbara Howard from Abbot Elementary, we need you.

Unity Communications is looking for a Team Leader to keep the team productive, supported, and aligned while making chaos is kept to a minimum. This role is for someone who enjoys being close to the work—coaching people, solving problems as they come up, and keeping the team moving in the right direction.

Like a little spice on food, you just make it work. Apply today.

How You Spend Your Eight Hours

• Monitor daily agent performance and track results against established KPIs

• Maintain a strong presence on the production floor or via remote communication channels to keep agents engaged and productive

• Serve as the first point of contact for agent and client escalations, ensuring systems, schedules, and attendance are followed

• Coach and develop agents through regular feedback, one-on-one sessions, and performance improvement plans

• Address performance concerns, resolve conflicts, and manage escalations involving team members

• Act as a liaison between Call Center Management, clients, and agents to ensure clear communication

• Participate in interviewing and selecting agents for the team

• Support onboarding, training, and ongoing on-the-job coaching for new and existing agents

• Cross-train to understand team roles and provide backup support when needed

• Complete administrative tasks including timesheets, coaching documentation, performance evaluations, and required reports

What You Must Possess

• Proven experience leading or supervising teams in a call center, BPO, or similar fast-paced environment

• Strong understanding of KPI-driven performance management

• Excellent coaching, mentoring, and feedback skills

• Ability to handle escalations, conflict resolution, and sensitive situations professionally

• Strong communication skills for interacting with agents, management, and clients

• Working knowledge of onboarding, training, and quality standards

• High attention to detail for documentation, reporting, and performance tracking

• Flexibility to support on-site and/or remote teams

• Strong organizational and time-management skills

• A leadership mindset focused on accountability, growth, and results

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Full-time position

• Monday to Friday, night shift

• Remote work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.