Customer Experience Team Lead — Coaching & Performance

SYmbosim; Philippines; On-site; PHP 700,000 - 900,000; Full time

Benefits offered by this job

Career development opportunities

Flexible shift options

Job summary

Symbos is seeking an experienced Team Leader to oversee a customer service team supporting Australian operations. You will lead day-to-day performance, coach staff, and drive improvements while maintaining a strong team culture focused on delivering excellent customer outcomes.

The role requires 1-3 years in contact centre or BPO leadership, with strong coaching and stakeholder management skills. Experience with Australian or regional shifts is preferred.

Qualifications

• 1-3 years of contact centre or BPO leadership experience.
• Proven ability to coach and develop frontline teams.
• Experience interpreting performance metrics and operational reports.
• Excellent communication and stakeholder management skills.
• Ability to manage attendance, adherence and employee engagement.

Responsibilities

• Lead and manage the day-to-day performance of an operational team.
• Monitor service, productivity, quality and customer experience metrics.
• Conduct regular coaching sessions and performance reviews.
• Identify performance gaps and implement improvement plans.
• Maintain accurate performance records and action plans.
• Collaborate with Quality and Training teams to improve outcomes.

Skills

Coaching

People management

Performance management

Data-driven

Communication

Stakeholder management

Root cause analysis

Problem solving

Attendance management

Shift scheduling

Education

Bachelor's degree

Tools

Excel

Job description

Symbos is seeking an experienced Team Leader to oversee a customer service team supporting Australian operations. You will lead day-to-day performance, coach staff, and drive improvements while maintaining a strong team culture focused on delivering excellent customer outcomes.

The role requires 1-3 years in contact centre or BPO leadership, with strong coaching and stakeholder management skills. Experience with Australian or regional shifts is preferred.