Contact Center Team Lead — Performance & Coaching

Travel + Leisure Co.; Philippines; On-site; PHP 558,000 - 893,000; Full time

Job summary

Travel + Leisure Co. is seeking a Supervisor, Contact Center to lead and coach a Consumer Finance team in the Philippines. You will drive performance, resolve escalated inquiries, and uphold service levels while fostering a culture of accountability and continuous improvement.

You will collaborate with cross-functional teams to optimize processes, participate in workforce planning, and develop your team for long-term success in a fast-paced, customer-focused environment.

Qualifications

• Previous leadership or supervisory experience in contact center, customer service, or related environment.
• Strong coaching, mentoring, and performance management capabilities.
• Experience handling escalated customer issues and delivering effective resolutions.
• Excellent communication, interpersonal, and stakeholder management skills.
• Analytical and problem-solving abilities with a focus on continuous improvement.

Responsibilities

• Lead, coach, and develop a team to achieve performance and service goals.
• Monitor team performance, provide regular feedback, and implement coaching strategies.
• Manage customer escalations and support resolution of complex inquiries.
• Ensure service levels, quality standards, and compliance requirements are met.
• Analyze performance trends and identify opportunities to improve processes and customer satisfaction.
• Collaborate with cross-functional teams to improve outcomes for customers and the business.
• Support workforce planning, recruiting, onboarding, and employee development initiatives.
• Foster a positive, engaged, and high-performing team culture.

Skills

Leadership/Supervisory

Coaching

Escalation handling

Communication

Analytical problem solving

MS Office (Excel/Word/Outlook)

Tools

Excel

Word

Outlook

Job description

Travel + Leisure Co. is seeking a Supervisor, Contact Center to lead and coach a Consumer Finance team in the Philippines. You will drive performance, resolve escalated inquiries, and uphold service levels while fostering a culture of accountability and continuous improvement.

You will collaborate with cross-functional teams to optimize processes, participate in workforce planning, and develop your team for long-term success in a fast-paced, customer-focused environment.