BPO Seasonal Team Lead (Hybrid)

Role DetailsType of Support: OmnichannelContract Duration: PermanentTraining 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 TaguigExpected start date: November 13, 2025About UsCrescendo 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 RoleWe're seeking an exceptional Team lead to join our global mission of pushing humanity forward through transformational education. We don't just solve problems—we turn customers into raving fans. You'll be the embodiment of our Code of Awesomeness, delivering support that sparks personal transformation across our Quest platform, which serves millions of learners from over 100 countries. We're looking for someone who approaches every interaction with compassion, gratitude, and a genuine desire to elevate human consciousness—one customer at a time. You'll need to thrive in our omnichannel environment, guiding members through their learning journeys via WhatsApp, iMessage, live chat, email, and social media with warmth, clarity, and patience. If you believe happiness is the new productivity, that work should inspire you to jump out of bed each morning, and that every customer deserves to feel extraordinary—this role is calling your name.What You'll Do:Function as primary point of contact for the Partner and key Crescendo stakeholders.Drive an exceptional customer experience by building and leading high-performance teams that engage with customers in all remote channels.Create an inspiring and motivating work environment and build a committed team with a strong customer-focused culture.Lead, coach and mentor team members to ensure associates achieve desired service levels.Implement operational protocols in collaboration with quality assurance, product operations and strategy teams.Remain current on key workflow changes, operational guidelines, and policy updates and communicate to associates.Prepare reports and analyze performance data to improve processes, ensure associates are properly allocated, and maximize productivity and efficiency.Build and maintain the team’s schedule to ensure appropriate coverage.What We Expect From You:Up to 2 years of Team Lead experience, with a proven track record of coaching, mentoring, and developing staff to achieve performance goals.Strong interpersonal and communication skills, with the ability to motivate and inspire team members.Excellent problem-solving abilities and a customer-focused mindset.Strong computer navigational skills.Excellent organizational, time management, and follow-up skills.Strong work ethic and high level of attention to detail and accuracy.Proven experience in overcoming unexpected difficulties and using logical problem-solving skills.Comfortable making decisions with limited information available.What You Will Get In Return:Hybrid workplace - depending on the partner, role, management, and/or personal workspaceOvertime is available if applicable Competitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by Crescendo and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany Culture Is At Our CoreCore 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 NOTICECrescendo 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.