Customer Care Team Lead — Real-Time Coaching

Tata Consultancy Services; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

Tata Consultancy Services in the Philippines seeks a dynamic Team Leader to guide a mixed group of Customer Care and Technical Support agents, ensuring end-to-end responses to billing, complaints, sales support and collections. The role requires being physically co-located and driving a customer-centric culture.

You will coach, monitor calls in real time, and collaborate with stakeholders to improve performance. Bachelor's degree and 3+ years of team leadership are preferred.

Qualifications

• Minimum of bachelor’s degree (any field).
• Minimum 3 years of experience leading a team.
• Expertise in Microsoft Office programs and in desktop and mobile technology.
• Strong coaching and performance management capabilities.

Responsibilities

• Lead a team of customer care and technical support agents to respond end-to-end to customer inquiries.
• Provide feedback, coaching, and support to achieve team and individual objectives.
• Minimize escalations through effective coaching and real-time call monitoring.
• Foster a customer-centric culture and establish key stakeholder communications.
• Coordinate with colleagues to achieve site goals and implement best practices.

Skills

Team Leadership

Coaching & Development

Customer Experience

Communication Skills

Emotional Intelligence

Stakeholder Management

Conflict Resolution

Change Management

Performance Metrics

Time Management

Education

Bachelor's degree

Tools

Microsoft Office

Desktop & Mobile Tech

Job description

Tata Consultancy Services in the Philippines seeks a dynamic Team Leader to guide a mixed group of Customer Care and Technical Support agents, ensuring end-to-end responses to billing, complaints, sales support and collections. The role requires being physically co-located and driving a customer-centric culture.

You will coach, monitor calls in real time, and collaborate with stakeholders to improve performance. Bachelor's degree and 3+ years of team leadership are preferred.