Team Leader and Trainer

About the role

The Team Leader and Trainer is a dual-hat operations leadership role combining direct people management with in-role training delivery. In smaller and mid-scale pods this hybrid model gives Corpshore Philippines the operational advantage of a leader who can both drive performance metrics and cascade training in real time without waiting for scheduled classroom slots. You will manage a pod of 12 to 15 Customer Service Associates, own their performance against contractual SLAs and KPIs, deliver ongoing training and refresher content, and act as the primary escalation point for client-facing issues within your pod. This role is Corpshore-managed and non-billable, meaning your position sits within our internal operations overhead and is not passed through as a per-FTE line item to the client. You represent Corpshore Philippines directly and are accountable to Corpshore management, not to the client, for people decisions. The role is offered as a fixed-term contract engagement, renewable based on performance and program continuity, with a conversion pathway for consistently strong leaders.

Responsibilities

• Directly manage a pod of 12 to 15 Customer Service Associates through the full people lifecycle including onboarding, performance management, coaching, development and offboarding where required
• Own the daily, weekly and monthly performance of the pod against contractual SLAs and KPIs (CSAT, FCR, AHT, QA score, attendance, adherence)
• Conduct daily huddles at the start of each shift covering priorities, program updates, callouts and coaching moments
• Deliver real-time performance coaching on the floor including side-by-side listen-ins, chat monitoring and post-interaction debriefs
• Deliver structured new hire training for incoming CSAs including systems, product knowledge, brand voice, escalation protocols and client-specific workflows
• Deliver refresher training and policy update sessions on a scheduled cadence and ad hoc as new client requirements land
• Design and maintain training materials including knowledge base articles, quick reference guides, escalation matrices and workflow diagrams
• Handle Tier 1 escalations from CSAs including customer escalation calls, complex retention conversations and high-severity complaints
• Perform Root Cause Analysis (RCA) on recurring customer issues, QA misses and SLA breaches, presenting findings to Operations Manager and client stakeholders
• Conduct weekly one-on-one meetings with each direct report covering performance, development, career pathing and wellbeing
• Author and deliver Performance Improvement Plans (PIPs) for underperforming CSAs in coordination with HR and Operations Manager
• Support recognition programs including Employee of the Month nominations, quarterly incentive contests and peer-nominated awards
• Coordinate closely with QA Analysts on calibration, scorecard trends and coaching priorities for the pod
• Coordinate closely with WFM on scheduling, shift bidding, leave planning and real-time adherence management
• Coordinate closely with MIS on daily and weekly reporting, ad hoc data pulls and trend analysis for the pod
• Represent the pod in client-facing meetings including weekly performance reviews, monthly QBRs and quarterly executive reviews as required
• Author and maintain daily End-of-Shift reports covering volume, SLA attainment, incidents, escalations and coaching actions
• Support surge planning and peak season execution including cross-training, overtime coordination and pod rebalancing
• Onboard and mentor new Team Leaders as the operation grows, contributing to the Corpshore Philippines internal leadership pipeline
• Uphold Corpshore Philippines cultural standards including professionalism, integrity, meritocracy and continuous improvement mindset
• Escalate people risks, wellness concerns and cultural issues to HR and Operations Manager promptly
• Own the pod's contribution to client CSAT, retention and satisfaction, positioning Corpshore Philippines for scope expansion

Qualifications

• At least 2 years of Team Leader experience in a BPO or contact centre environment leading a team of 10 or more CSAs
• At least 1 year of documented training delivery experience including new hire and refresher training for contact centre teams
• Bilingual fluency in English and Tagalog with the ability to coach and deliver training in both languages
• Bachelor's degree in Business, Communication, Education, Psychology, Human Resources, IT or a related field
• Demonstrated track record of leading pods to meet or exceed CSAT, FCR, AHT, QA and adherence targets
• Strong coaching ability with documented improvement in CSA performance under previous leadership
• Experience conducting one-on-ones, delivering performance feedback, authoring PIPs and handling terminations
• Experience with contact centre technology stack (dialers, CRM, workforce management platforms, quality monitoring tools)
• Familiarity with contact centre metrics and how to influence them through coaching, scheduling and process changes
• Ability to work rotating shifts including nights, weekends and Philippine and US holidays as required
• Willingness to work fully onsite at the assigned Corpshore Philippines delivery centre
• Legal right to work in the Philippines and valid government-issued identification for pre-employment requirements

Nice to have

• Prior experience as a Senior Team Leader, Assistant Operations Manager or equivalent multi-team leadership role
• Prior training design experience including SCORM-compliant e-learning module creation or LMS platform administration
• COPC-certified Coordinator or Trainer certification
• Six Sigma Yellow or Green Belt certification
• HDI Team Leader, HDI Support Center Manager or ICMI certification
• Kirkpatrick or ADDIE model training design experience
• Prior experience training on multiple client programs across different verticals
• Prior experience supporting global clients (US, UK, Australia, Japan) and understanding cross-cultural nuances
• Prior experience with quality calibration, workforce management or MIS reporting workflows
• Prior escalation experience with high-value customer accounts and executive escalations
• Key Skills and Competencies
• People leadership with the ability to inspire, coach and hold teams accountable simultaneously
• Training design with the ability to translate complex policies into digestible, memorable learning content
• Facilitation skill for classroom, virtual and one-on-one training delivery
• Metrics fluency across the full contact centre KPI framework and the levers that move each metric
• Emotional intelligence for handling wellness concerns, interpersonal conflicts and career conversations
• Coaching methodology including GROW, situational coaching and outcome-based conversations
• Written communication for training materials, performance documentation and client reporting
• Verbal communication and presentation skills for client-facing reviews and internal huddles
• Analytical reasoning for RCA, trend spotting and performance pattern recognition
• Change management for cascading policy updates, workflow changes and client requirement shifts
• Cross-functional coordination with QA, WFM, MIS, HR and Operations Management
• Cultural fluency in both Filipino and international workplace norms
• Performance Expectations
• You will be measured on the following performance metrics:
• Performance Metric :: Target
• Pod CSAT Attainment :: ≥ 90% average
• Pod FCR Attainment :: ≥ 75% average
• Pod QA Score Attainment :: ≥ 92% average
• Pod Schedule Adherence :: ≥ 95% average
• Pod Attrition (Annualised) :: ≤ 22%
• Training Effectiveness Score :: ≥ 4.2 / 5
• New Hire Ready-for-Floor Timeline :: Program-specific, typically 2 to 4 weeks
• Client Escalations from Pod :: ≤ 2 per month

What we offer

• Competitive contract rate reflecting the dual scope of leadership and training, reviewed at each renewal
• Leadership performance incentive tied to pod SLA attainment, CSAT and retention
• Night shift differential and holiday premium in line with Philippine labour law
• Statutory contributions and 13th month pay administered in line with Philippine law for the engagement type
• Company-provided workstation and IT setup for onsite delivery
• Fully paid onboarding and sponsored certification opportunities (COPC, Six Sigma, HDI, ICMI) for strong performers
• Meal and transportation support on qualifying shifts
• Referral incentives and internal recognition programs
• Access to the Corpshore Solutions Corporation global operations community across our multi-hub network
• Fixed-term engagement, typically 6 to 12 months, renewable based on performance and program continuity
• Conversion pathway to a regular Corpshore Philippines role, and progression to Senior Team Leader, Assistant Operations Manager and Operations Manager, for consistently strong leaders
• This role is engaged as a fixed-term contract rather than permanent employment. Exact terms are confirmed in your individual contract.

How the process works

Apply below. Our talent acquisition team reviews applications and typically responds within five business days. Shortlisted candidates move to an initial screen, a role assessment, and a final interview, followed by pre-employment screening.