Customer Service Team Lead – Coach & KPI Driver

Home Credit Philippines; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Permanent dayshift

Up to 20% variable quarterly bonus

HMO on Day 1 / HMO with dependents

Access to mental health coverage

Wellness Leave and Birthday Leave

Internal Career Mobility

Job summary

Home Credit Philippines is seeking a Customer Service Team Leader to support the Team Leader in managing a group of 15-17 operators handling inbound and outbound calls across omni-channel platforms. You will supervise, coach, and drive performance to meet KPIs while ensuring high customer satisfaction.

Based in Vertis North, QC, the role requires English and Tagalog communication, weekend work, and solid MS Office skills.

Qualifications

• 1–2 years in a similar role with supervisory experience.
• Experience handling inbound/outbound calls via omni-channel.
• Ability to communicate in English and Tagalog.
• Proficient with Word, Excel, PowerPoint.
• Willing to work weekends and holidays.

Responsibilities

• Supervise a team of 15–17 operators.
• Handle customer interactions via voice, email, and chat.
• Meet or exceed KPIs.
• Conduct coaching, mentoring, and training.
• Evaluate performance and report results.
• Assist Team Leaders in operations to meet KPIs.
• Provide feedback and action plans on challenges.
• Update team trackers and reports.
• Demonstrate problem-solving and customer-first mindset.
• Adhere to company code of conduct.

Skills

English & Tagalog

Team leadership

Customer service

MS Office

Presentation skills

Interpersonal skills

Weekend availability

On-site

Pressure handling

Tools

MS Office

Job description

Home Credit Philippines is seeking a Customer Service Team Leader to support the Team Leader in managing a group of 15-17 operators handling inbound and outbound calls across omni-channel platforms. You will supervise, coach, and drive performance to meet KPIs while ensuring high customer satisfaction.

Based in Vertis North, QC, the role requires English and Tagalog communication, weekend work, and solid MS Office skills.