Apply Now! BPO Team Leader (TELCO Account) | +10K Skill Allowance

KMC Solutions; Quezon City; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

KMC Solutions in Manila is seeking an Omnichannel Customer Care Team Leader for Telco accounts. You will lead and coach a team of Customer Care Specialists across voice and non-voice channels, focusing on service quality and customer experience.

Join us to drive performance, manage queues, handle escalations, and collaborate with Operations, Quality, Training, WFM, HR, and other teams. This role supports new products and channel expansions.

Qualifications

• Experience in customer service, telecommunications, contact center, or digital customer care.
• Previous leadership roles such as Team Leader, SME, Senior Agent, Coach, or similar.
• Experience handling both voice and non-voice channels.
• Strong coaching, performance management, escalation handling, and reporting background.
• Excellent verbal and written English communications.
• Comfortable with social media/customer community concerns and reputational risk.
• Able to work across multiple systems and manage customer records accurately.
• Willing to work rotating shifts, weekends, and holidays.
• Willing to render overtime or extended coverage when required.

Responsibilities

• Lead, coach, and manage a team of Customer Care Specialists across multiple channels.
• Monitor attendance, productivity, quality, service levels, and customer experience.
• Manage daily queue conditions, staffing, workload distribution, and channel assignments.
• Conduct team huddles, one-on-ones, coaching, and performance reviews.
• Handle and resolve complex or escalated customer concerns.
• Ensure accurate case documentation and compliance with policies.
• Monitor interactions across voice, email, social media, and community platforms.
• Identify trends and opportunities for process improvement.
• Support sales, retention, and customer experience initiatives.
• Prepare performance reports, escalation updates, and action plans.
• Collaborate with Operations, Quality, Training, WFM, HR, and other support teams.
• Support new products, campaigns, processes, tools, and channel expansions.

Skills

Customer service

Coaching

Performance management

Escalation handling

Team leadership

English communication

Problem solving

Analytics

Social media management

Education

Bachelor's degree or higher

College undergraduate

Vocational/short-course certificate

Tools

CRM systems

Ticketing tools

Telephony platforms

Email tools

Social media tools

WFM

Reporting tools

Job description

Lead the Team. Inspire Great Service. Join KMC Solutions as a Customer Service Team Leader – Telco Account!

About the Role:

LeadandsupportateamofCustomerCareSpecialistshandlingvoiceandnon-voicechannelsincludingcalls,email,socialmedia,andonlinecommunities.Responsibleforteamperformance,coaching,queuemanagement,escalations,andoverallcustomerexperience.

JobTitle:OmnichannelCustomerCareTeamLeader

KeyResponsibilities

• Lead,coach,andmanageateamofCustomerCareSpecialistsacrossmultiplechannels.

• Monitorattendance,productivity,quality,servicelevels,andcustomerexperience.

• Managedailyqueueconditions,staffing,workloaddistribution,andchannelassignments.

• Conductteamhuddles,one-on-ones,coaching,andperformancereviews.

• Handleandresolvecomplexorescalatedcustomerconcerns.

• Ensureaccuratecasedocumentationandcompliancewithcompany/clientpolicies.

• Monitorcustomerinteractionsacrossvoice,email,socialmedia,andcommunityplatforms.

• Identifycustomertrends,recurringissues,andopportunitiesforprocessimprovement.

• Supportsales,retention,andcustomerexperienceinitiatives.

• Prepareperformancereports,escalationupdates,andactionplans.

• CollaboratewithOperations,Quality,Training,WFM,HR,andothersupportteams.

• Supportnewproducts,campaigns,processes,tools,andchannelexpansions.

Qualifications

• Collegeundergraduate,vocational/short-coursecertificate,orbachelor'sdegreeholder.

• Experienceincustomerservice,telecommunications,contactcenter,ordigitalcustomercare.

• PreviousexperienceasaTeamLeader,SME,SeniorAgent,Coach,orsimilarleadershiproleisstronglypreferred.

• Experiencehandlingbothvoiceandnon-voicechannels.

• Strongbackgroundincoaching,performancemanagement,escalationhandling,andreporting.

• ExcellentverbalandwrittenEnglishcommunicationskills.

• Strongcustomerservice,problem-solving,decision-making,andanalyticalskills.

• Comfortablehandlingsocialmedia/customercommunityconcernsandpotentialreputationalrisks.

Technical&WorkRequirements

• ComfortableusingCRM,ticketing,telephony,email,socialmedia,WFM,andreportingtools.

• Abletomanagemultiplesystemsandcustomerrecordsaccurately.

• Basictointermediatetroubleshootingknowledgeoftelecommunicationsservices/devices.

• Willingtoworkrotatingshifts,weekends,andholidays.

• Willingtorenderovertimeorextendedcoveragewhenrequired.

• Abletoworkonsite,remote,orhybrid,dependingonbusinessrequirements.