Customer Experience Team Lead

IntouchCX; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

IntouchCX is hiring a Team Lead (Supervisor) to direct front-line Customer Service Representatives and ensure high-quality customer interactions. You will oversee training, performance, and engagement while maintaining knowledge of partner brands, products, and processes.

The role focuses on supervising CSRs, meeting KPIs and SLAs, and driving improvement through data analysis and coaching. Flexibility to cover day, evening, and holiday shifts is required.

Qualifications

• Minimum high school diploma; post-secondary education in Business preferred.
• 1–2 years in contact center or customer service; 1 year in a supervisory role.
• Experience handling escalated issues in a contact center.
• Typing speed of 30 WPM with accuracy.
• Proficient with Google Suite and basic reporting.
• Able to work varied shifts including days, evenings and holidays.

Responsibilities

• Manage and supervise CSRs to ensure quality service.
• Oversee training, development, and engagement of team members.
• Monitor KPIs and SLAs; identify and address performance gaps.
• Analyze reports to determine root causes of underperformance.
• Provide real-time coaching and motivate teams to excel.
• Collaborate with other departments to resolve issues and implement improvements.

Skills

Team leadership

Customer service

Escalation handling

Typing 30 WPM

Time management

Adaptability

Education

High school diploma or equivalent

Post-secondary education in Business or related field

Tools

Google Suite

Job description

IntouchCX is hiring a Team Lead (Supervisor) to direct front-line Customer Service Representatives and ensure high-quality customer interactions. You will oversee training, performance, and engagement while maintaining knowledge of partner brands, products, and processes.

The role focuses on supervising CSRs, meeting KPIs and SLAs, and driving improvement through data analysis and coaching. Flexibility to cover day, evening, and holiday shifts is required.