Abstract

This study assessed the effectiveness of transformational leadership practices among team leaders specifically idealized influence, intellectual stimulation, individualized consideration, and inspirational motivation and their relationship to employee productivity in decision-making processes, quality of work performance, consistency of productivity, and motivation, as well as their influence on employee performance, satisfaction, and retention. Employing a descriptive research design, the study surveyed 80 customer service representatives selected via simple random sampling. Survey questionnaires served as the primary data collection tool. Results revealed that individualized consideration emerged as the strongest transformational leadership quality, emphasizing personalized support and recognition, while idealized influence scored lowest as the weakest area. Employees rated themselves highly productive, particularly in quality of work performance and consistency of productivity. Analysis showed a significant relationship between transformational leadership and employee productivity. In conclusion, transformational leadership proves critical for enhancing employee performance, satisfaction, and retention in the BPO industry, especially in high-pressure healthcare insurance accounts. The proposed Leadership Coaching and Feedback Framework featuring structured coaching, training, and continuous feedback can bolster team leader's behaviors, fostering trust, engagement, and supervisory relationships for sustained productivity and organizational success.