Customer Care Team Lead: Train, Coach & Drive KPIs

IntouchCX; Mabalacat; On-site; PHP 420,000 - 650,000; Full time

Job summary

IntouchCX is seeking a Team Lead in the Philippines to guide Customer Service Representatives, ensuring quality interactions and ongoing development. The role emphasizes coaching, performance management, and collaboration with multiple departments to resolve issues and improve customer outcomes.

The ideal candidate has 1–2 years in a contact center and proven supervisory experience, with strong time management and a proactive approach to problem solving.

Qualifications

• High school diploma or equivalent required.
• Post-secondary education or degree with a major in Business preferred.
• 1–2 years in contact center, with at least 2 years in a Team Lead role.

Responsibilities

• Provide front-line direction to CSRs.
• Ensure training and development of staff.
• Manage performance to meet KPIs and SLAs.
• Analyze reports to identify root causes of underperformance.
• Coach and motivate teams in real-time.
• Coordinate staffing with Workforce/Operations Support.

Skills

People management

Coaching & development

Performance monitoring

Time management

Team collaboration

Communication

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Suite

Spreadsheets (Sheets)

Job description

IntouchCX is seeking a Team Lead in the Philippines to guide Customer Service Representatives, ensuring quality interactions and ongoing development. The role emphasizes coaching, performance management, and collaboration with multiple departments to resolve issues and improve customer outcomes.

The ideal candidate has 1–2 years in a contact center and proven supervisory experience, with strong time management and a proactive approach to problem solving.