BPO Team Lead: Coach & KPI Performance

IntouchCX; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

IntouchCX in Metro Manila seeks a Team Lead (Supervisor) to coach, direct, and develop front-line CSRs. You will ensure high-quality customer interactions, manage SLA/KPI compliance, and foster employee career development while serving as a strategic operational contact for our brand partners.

You will lead, evaluate, and mentor CSRs, analyze performance data, and collaborate with Workforce Management, HR, and IT to maintain optimal operations.

Qualifications

• High School Diploma required; business-related post-secondary preferred.
• 1–2 years BPO/Contact Center experience with at least 1 year in supervision.
• Experience handling escalations and analyzing performance reports.
• Proficiency in Google Suite and spreadsheet reporting; 30+ WPM typing.

Responsibilities

• Lead, evaluate, and mentor CSRs to drive performance and retention.
• Analyze operational data to resolve root causes of underperformance.
• Collaborate with Workforce Management, HR, and IT to maintain optimal operations.
• Lead client/partner updates and maintain expert knowledge of client products and promotions.
• Champion company values and design team incentive programs.

Skills

CSR coaching

Performance analysis

Team building

Leadership

Education

High School Diploma

Tools

Google Suite

Spreadsheet reporting

Job description

IntouchCX in Metro Manila seeks a Team Lead (Supervisor) to coach, direct, and develop front-line CSRs. You will ensure high-quality customer interactions, manage SLA/KPI compliance, and foster employee career development while serving as a strategic operational contact for our brand partners.

You will lead, evaluate, and mentor CSRs, analyze performance data, and collaborate with Workforce Management, HR, and IT to maintain optimal operations.