Customer Experience Team Lead: Coaching & Performance

Acquire.AI; Pasig, Hinoba-an; On-site; PHP 446,000 - 725,000; Full time

Job summary

Acquire.AI in Ortigas, Philippines is seeking a Team Leader to guide a team of Customer Contact Officers supporting a UK ticketing and events provider. You will drive performance and coach agents to deliver a seamless customer experience across channels.

You will monitor metrics, run coaching sessions, support onboarding, maintain reporting, and ensure policy compliance. We value strong leadership, clear communication, and problem-solving, with hands-on experience using CRM and workforce

Qualifications

• Proven experience leading or supervising a customer service team.
• Strong coaching and people management skills.
• Confident using workforce management, reporting, and CRM systems.
• Excellent communication skills with the ability to influence and motivate others.
• Adaptable and comfortable managing competing priorities in a fast-paced environment.
• Strong problem-solving skills with sound judgement under pressure.
• High attention to detail balanced with a sense of urgency.

Responsibilities

• Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets
• Monitor team metrics (quality, productivity, attendance) and address performance gaps
• Handle escalated customer issues and complex enquiries beyond agent level
• Conduct coaching sessions, huddles, and performance reviews
• Support onboarding and training of new team members
• Maintain accurate reporting and communicate performance updates to management
• Ensure team adherence to company policies, service standards, and compliance requirements
• Identify process improvements and support their implementation within the team
• Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
• Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction

Skills

Team leadership

Coaching

People management

Communication

Problem-solving

Attention to detail

Adaptability

English proficiency

Tools

CRM systems

Workforce management software

Reporting tools

Job description

Acquire.AI in Ortigas, Philippines is seeking a Team Leader to guide a team of Customer Contact Officers supporting a UK ticketing and events provider. You will drive performance and coach agents to deliver a seamless customer experience across channels.

You will monitor metrics, run coaching sessions, support onboarding, maintain reporting, and ensure policy compliance. We value strong leadership, clear communication, and problem-solving, with hands-on experience using CRM and workforce