Contact Center Team Lead — Coaching & Performance

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Travel + Leisure Co. is seeking an experienced leader to coach and develop a consumer finance team, driving performance and accountability in a fast-paced contact center.

You will monitor performance, handle escalations, ensure service levels, and collaborate with cross-functional teams to deliver outstanding customer experiences.

The role emphasizes workforce planning, onboarding, and building a positive, high-performing culture that aligns with our global standards.

Qualifications

• Experience leading or supervising teams in contact center, customer service, collections, or consumer finance.
• Strong coaching, mentoring, and performance management abilities.
• Experience handling escalated customer issues and delivering resolutions.
• Excellent communication and stakeholder management skills.
• Analytical problem-solving with a focus on continuous improvement.
• Ability to prioritize competing demands in a results-driven environment.
• Proficiency with Microsoft Office (Excel, Word, Outlook).
• Experience in regulated or compliance-focused environments is advantageous.

Responsibilities

• Lead, coach, and develop a team to achieve performance and service goals.
• Monitor team performance, provide feedback, and implement coaching strategies.
• Manage customer escalations and resolve complex inquiries.
• Ensure service levels, quality standards, and compliance.
• Analyze performance trends and identify process improvements.
• Collaborate with cross-functional teams to deliver optimal outcomes.
• Support workforce planning, recruitment, onboarding, and development.
• Foster a positive, engaged, high-performing team culture.

Skills

Leadership

Coaching

Performance management

Escalation handling

Stakeholder management

Analytical thinking

Tools

Excel

Word

Outlook

Job description

Travel + Leisure Co. is seeking an experienced leader to coach and develop a consumer finance team, driving performance and accountability in a fast-paced contact center.

You will monitor performance, handle escalations, ensure service levels, and collaborate with cross-functional teams to deliver outstanding customer experiences.

The role emphasizes workforce planning, onboarding, and building a positive, high-performing culture that aligns with our global standards.