Customer Service Team Lead: Coaching, Escalations & KPIs

TEMU; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

TEMU is seeking a result-driven team manager in Manila to lead a call center team, coaching members to meet performance metrics and drive higher productivity. You will identify issues, develop corrective actions, and mentor staff while enforcing company policies and performance standards.

The role requires strong communication, leadership, and the ability to manage multiple tasks under pressure, with a focus on reducing attrition and ensuring excellent service levels.

Qualifications

• Bachelor's Degree preferred.
• At least 2 years relevant experience.
• Strong communication skills, both written and verbal.
• Demonstrated ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Work well under pressure and follow through on items to completion.

Responsibilities

• Manage Team Members, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation.
• Coach direct reports on Team Members performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, and recommend employment status changes, including termination.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Manage team metrics and retention goals; participate in discussions about attrition and root cause; collaborate with Site Leadership to reduce attrition where possible.
• Stay current on internal work processes, policies and procedures; attend required manager development training.
• Supervise a group of call center associates including work and attendance monitoring in accordance with policy and legal requirements.
• Complete shift-wide projects that aim to increase productivity, quality or other KPIs.

Skills

Communication skills

Leadership

Coaching

Mentoring

Time management

Education

Bachelor's Degree

Job description

TEMU is seeking a result-driven team manager in Manila to lead a call center team, coaching members to meet performance metrics and drive higher productivity. You will identify issues, develop corrective actions, and mentor staff while enforcing company policies and performance standards.

The role requires strong communication, leadership, and the ability to manage multiple tasks under pressure, with a focus on reducing attrition and ensuring excellent service levels.