Customer Interaction Center Lead

2GO Group; Pasay; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health program access

Paid time off

Performance bonuses

Travel perks

Job summary

2GO Group is seeking a Customer Interaction Center Supervisor in the Philippines to oversee CIC operations across calls, email, chat, and social media. You will lead, coach, and manage a team while ensuring service levels, CSAT, and quality standards.

You will collaborate with Operations, Sales, Freight, Express, and Customer Experience teams, conduct performance reviews, identify training needs, and drive process improvements to deliver excellent customer experiences.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, or related field.
• Experience in customer service or logistics operations.
• supervisory or team lead experience in relevant industry.

Responsibilities

• Supervise day-to-day CIC activities across calls, emails, chat, and social media.
• Monitor real-time queues and adjust staffing to meet service levels.
• Ensure SOPs, quality standards, and turnaround times are met.
• Lead and coach CIC associates to achieve KPIs and conduct reviews.
• Support onboarding and development of team members.
• Document escalations and provide timely resolutions.

Skills

Leadership

Communication

CRM systems

MS Office

Problem solving

Logistics knowledge

Education

Bachelor’s degree in Business Administration, Communications, Marketing, or related field

Tools

MS Excel

Contact center tools

Ticketing system

Job description

2GO Group is seeking a Customer Interaction Center Supervisor in the Philippines to oversee CIC operations across calls, email, chat, and social media. You will lead, coach, and manage a team while ensuring service levels, CSAT, and quality standards.

You will collaborate with Operations, Sales, Freight, Express, and Customer Experience teams, conduct performance reviews, identify training needs, and drive process improvements to deliver excellent customer experiences.