AI-Driven Customer Service Team Lead

IntouchCX; Manila; On-site; PHP 450,000 - 650,000; Full time

Job summary

IntouchCX in Manila, Philippines is looking for a Team Lead (Supervisor) to guide frontline Customer Service Representatives toward exceptional service. You will champion partner brands, coach agents in real-time, and develop career paths through structured evaluations.

You will analyze performance data, manage schedules with the WFM team, and apply AI-powered tools to audit interactions and provide targeted feedback.

Qualifications

• 1–2 years in the contact center/customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Hands-on experience utilizing specialized BPO AI tools (e.g., AI-driven Auto-QA, speech/text analytics, real-time agent assist platforms, or AI workforce management tools).
• Proven experience managing customer escalations within a contact center environment.
• Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and spreadsheet applications for operational reporting and data analysis.
• Typing speed of at least 30 WPM with accuracy.

Responsibilities

• Lead and mentor front-line CSRs to drive engagement, growth, and retention.
• Manage operational performance to meet and exceed KPIs and SLAs.
• Analyze operational reports and AI-driven insights to measure productivity and resolve root causes of underperformance.
• Coordinate schedule adjustments and staffing with WFM and Operations Support teams.
• Motivate teams through coaching and real-time feedback.
• Leverage AI-powered tools to audit interactions, track sentiment, and deliver targeted micro-coaching.
• Design and execute incentive programs to drive target outcomes.
• Collaborate with HR, IT, and other departments to resolve issues.

Skills

Team lead experience

Customer service experience

Typing 30 WPM

Analytical thinking

Education

High school diploma or equivalent

Business-related coursework/degree is a plus

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Spreadsheet reporting

Job description

IntouchCX in Manila, Philippines is looking for a Team Lead (Supervisor) to guide frontline Customer Service Representatives toward exceptional service. You will champion partner brands, coach agents in real-time, and develop career paths through structured evaluations.

You will analyze performance data, manage schedules with the WFM team, and apply AI-powered tools to audit interactions and provide targeted feedback.