Bilingual Team Lead (English/German) - Customer Experience

IntouchCX; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

IntouchCX in Cebu City, Philippines is seeking a Team Lead (English/German bilingual) to direct Customer Service Representatives, ensuring quality interactions with every customer. The role involves learning partner brand knowledge, guiding training and development, and driving performance against KPIs and SLAs.

The ideal candidate has 1–2 years in contact center roles with supervisory experience, a university degree in business or related field, and fluent English and German.

Qualifications

• University degree in Business or related field.
• 1–2 years in contact center with at least 1 year in a Team Lead/Supervisory role.
• English and German bilingual proficiency, written and verbal.

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 levels and root causes.
• Co-develop solutions to improve business performance.
• Motivate teams through coaching and incentive programs.
• Coordinate staffing changes with Operations Support/WFM.
• Collaborate with HR, IT and others to resolve issues.
• Gain expert level knowledge on partner products and promotions.

Skills

Leadership

Customer service

Team supervision

Training

Performance management

Analytics

Reporting

Bilingual English & German

Education

Bachelor's degree in Business or related field

Tools

Google Suite

Job description

IntouchCX in Cebu City, Philippines is seeking a Team Lead (English/German bilingual) to direct Customer Service Representatives, ensuring quality interactions with every customer. The role involves learning partner brand knowledge, guiding training and development, and driving performance against KPIs and SLAs.

The ideal candidate has 1–2 years in contact center roles with supervisory experience, a university degree in business or related field, and fluent English and German.