BPO Team Leader Fast Track
24-day course — step up from agent to team leader in the BPO industry
Duration
24 days
Daily Time
10-20 minutes
Level
Intermediate
What You'll Achieve
- Master the leadership skills BPO companies look for in team leader candidates
- Learn to manage KPIs, scorecards, and team performance metrics
- Build a team leader application portfolio with real deliverables
- Handle escalations, coaching sessions, and performance reviews confidently
Your Path from Agent to Team Leader
The BPO industry is one of the biggest employers in the Philippines, with over 1.5 million workers. But moving from agent to team leader can feel like a mystery — what exactly do hiring managers look for? This 24-day course breaks down the entire process, giving you the skills, knowledge, and portfolio pieces you need to land that TL position.
What You Will Learn
You will start with the fundamentals of BPO leadership: understanding KPIs, CSAT, AHT, and how to interpret scorecard data. Then you will move into people management — how to run effective huddles, coach underperformers, handle escalations, and give feedback that actually improves results. You will also learn how to use AI tools to streamline reporting, create training materials, and manage your time as a leader.
Real BPO Scenarios, Real Skills
Every lesson is built around scenarios you will actually face on the floor. From dealing with an agent who is consistently late, to presenting your team's weekly performance to operations managers, to handling a client escalation at 2 AM — we cover it all. By the end of this course, you will have a team leader readiness portfolio and the confidence to ace your TL interview, whether you are applying internally or at a new company.