Bilingual French-English Team Lead - CX

IntouchCX; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

IntouchCX in Cebu City, Philippines, is seeking a Team Lead to guide Customer Service Representatives, ensuring high-quality service with every interaction. You will learn and maintain knowledge of our partners’ brands, products, promotions and processes while promoting professional growth through coaching and performance reviews.

The ideal candidate has a high school diploma or equivalent, 1–2 years in contact center, fluent in French and English, 30 WPM, and comfort with Google Workspace.

Qualifications

• High school diploma or equivalent is required.
• Some post-secondary education or a post-secondary degree in Business.
• Fluent in French and English, both written and spoken.
• 1–2 years in contact center or customer service, with at least 1 year in a team lead role.
• Experience handling escalated issues in a contact center.
• Type at least 30 WPM with accuracy.
• Basic knowledge of Google Suite and reporting with spreadsheets.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, professional development and employee engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports and data to measure production and identify root causes.
• Use critical thinking to develop solutions to improve performance.
• Motivate teams through coaching and relationship building.
• Develop incentive programs to motivate CSRs to achieve outcomes.
• Coordinate staffing changes with Operations Support or Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Gain expert level knowledge on all partner products and promotions.

Skills

Fluent French

Fluent English

Team Leadership

Customer Service

Communication

Typing 30 WPM

Google Workspace

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Sheets

Docs

Slides

Drive

Job description

IntouchCX in Cebu City, Philippines, is seeking a Team Lead to guide Customer Service Representatives, ensuring high-quality service with every interaction. You will learn and maintain knowledge of our partners’ brands, products, promotions and processes while promoting professional growth through coaching and performance reviews.

The ideal candidate has a high school diploma or equivalent, 1–2 years in contact center, fluent in French and English, 30 WPM, and comfort with Google Workspace.