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BPO Team Leader resume guide (Philippines)

A team leader resume is about the team, not only you. Recruiters want to know how many agents you led, what account it was, and what changed for the team under you.

If you are applying for your first team lead role, show the leadership you already did as an agent: mentoring, acting as a subject matter expert, or covering for your lead.

What to highlight

  • The size of your team and the account type
  • Team metrics you owned, such as CSAT, AHT, attendance or quality
  • Coaching, call calibration and performance reviews
  • Scheduling, escalations and client reporting
  • Hiring, onboarding or training new agents

Example bullets

Copy one, then change the numbers and details so it is true for you.

  • Led a team of 15 agents on a US healthcare voice account.
  • Ran weekly coaching sessions based on call reviews and tracked each agent’s quality score.
  • Brought team attendance back within the account target by fixing schedule conflicts early.
  • Prepared the weekly performance report for the client and operations manager.

Skills

  • Team leadership
  • Coaching
  • Performance management
  • Workforce scheduling
  • Escalation handling
  • Reporting in Excel
  • Client communication

Words employers look for

Our score checks for these terms in Business & Operations job posts. Use the ones that are true for you.

  • customer service
  • call handling
  • csat
  • aht
  • average handle time
  • quality assurance
  • escalation
  • chat support
  • email support
  • crm
  • zendesk
  • typing speed
  • night shift
  • voice account
  • non-voice
  • technical support
  • operations
  • process improvement
  • sla
  • kpi
  • workflow
  • back office

Tips

  1. Say what you handled and the numbers you were measured on, such as volume, turnaround time or SLA.
  2. For BPO roles, state your account type (voice or non-voice) and metrics like CSAT and AHT.

Questions

I was an SME or acting team lead. Can I apply?

Yes. Put the SME or acting lead role under your agent job, with what you did in it: coaching, handling escalations or covering the team.

Should I list my team’s metrics or my own?

For a team lead role, list the team’s. Say what the team achieved and what you did to get there.

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