Customer Care Team Lead — Onsite, Cubao

IntouchCX; Manila; On-site; PHP 502,000 - 725,000; Full time

Job summary

IntouchCX is seeking a Team Lead to direct Front-Line CSRs, ensuring quality service on every customer interaction. You will learn partner brands, products and processes while guiding performance reviews and career development.

The role requires 1–2 years in contact center work with at least 1 year in supervision, strong English (C1), and the ability to manage schedules onsite at the Cubao site.

Qualifications

• 1–2 years in contact center or customer service with at least 1 year in a team lead or supervisory role.
• R3 level expertise handling complex escalations and supervisory calls.
• Advanced communication skills (C1 level).
• Ability to use spreadsheet applications for operational reporting.
• Strong time management and organizational skills.
• Ability to work independently and in a team in a fast-paced environment.
• Availability to work days, evenings, and holidays.
• Typing 30 WPM with accuracy.

Responsibilities

• Manage and supervise Customer Service Representatives (CSRs).
• Ensure proficient training, development and employee engagement.
• Oversee performance to meet KPIs and SLAs.
• Analyze reports to measure production and identify root causes.
• Develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Coordinate staffing changes with Workforce/Operations teams.
• Collaborate with HR and IT to resolve issues.
• Participate in partner meetings with a thoughtful operational view.

Education

High school diploma

Post-secondary education or degree

Tools

Spreadsheet software

Job description

IntouchCX is seeking a Team Lead to direct Front-Line CSRs, ensuring quality service on every customer interaction. You will learn partner brands, products and processes while guiding performance reviews and career development.

The role requires 1–2 years in contact center work with at least 1 year in supervision, strong English (C1), and the ability to manage schedules onsite at the Cubao site.