Customer Care Team Lead - Operations & Growth

IntouchCX; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

IntouchCX is seeking a Team Lead to guide Customer Service Representatives, ensuring quality interactions and knowledge of partner brands, products, and processes. The role emphasizes training, performance coaching and career development through evaluations and plans.

You'll drive staffing coordination, participate in partner meetings, and promote engagement to achieve service goals in a fast‑paced environment.

Qualifications

• High school diploma or equivalent.
• Some post-secondary education or a degree with a major in Business.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, development and engagement to grow and retain employees.
• Meet KPIs and Service Level Agreements.
• Analyze reports to measure production and identify root causes.
• Develop practical solutions to improve performance and partner success.
• Coach teams in real-time and motivate through constructive feedback.
• Coordinate staffing changes with Operations Support or Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Bring deep operational knowledge to partner meetings.

Education

High school diploma or equivalent

Post-secondary education in Business

Job description

IntouchCX is seeking a Team Lead to guide Customer Service Representatives, ensuring quality interactions and knowledge of partner brands, products, and processes. The role emphasizes training, performance coaching and career development through evaluations and plans.

You'll drive staffing coordination, participate in partner meetings, and promote engagement to achieve service goals in a fast‑paced environment.