Customer Care Team Lead: Drive Coaching & KPIs

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

Job summary

IntouchCX is seeking a Team Lead to guide our Customer Service Representatives, ensuring high-quality customer interactions and adherence to brand and processes. You will drive performance, training, and career development while collaborating across departments to resolve issues and optimize operations.

The role calls for strong leadership, experience in contact centers, and the ability to manage shifts including days, evenings, and holidays.

Qualifications

• High school diploma or equivalent is required.
• Post-secondary education in Business will be considered.
• 1–2 years of experience in contact center or customer service with at least 1 year in a Team Lead role.
• Experience handling escalated issues in a contact center.
• Typing speed of 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).
• Ability to use spreadsheets for operational reporting.
• Strong time management and organizational skills.
• Ability to work independently and in a team within a fast-paced environment.
• Willingness to work days, evenings and holidays.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, development and employee engagement.
• Manage performance to meet KPIs and SLAs.
• Analyze reports and data to measure production and identify root causes.
• Develop solutions to improve business performance.
• Coach teams in real-time and build relationships.
• Develop incentive programs to motivate CSRs.
• Coordinate staffing changes with Operations Support/WFM teams.
• Collaborate with HR, IT and other departments to resolve issues.
• Contribute expert knowledge in partner meetings.
• Gain in-depth knowledge of partner products and promotions.
• Exhibit a strong work ethic and commitment to outcomes.
• Act as a role model and uphold our cultural values.

Skills

Team leadership

Coaching

Performance management

Data analysis

Time management

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Suite

Job description

IntouchCX is seeking a Team Lead to guide our Customer Service Representatives, ensuring high-quality customer interactions and adherence to brand and processes. You will drive performance, training, and career development while collaborating across departments to resolve issues and optimize operations.

The role calls for strong leadership, experience in contact centers, and the ability to manage shifts including days, evenings, and holidays.