Customer Service Team Lead: Coaching & KPIs

IntouchCX; San Fernando; On-site; PHP 400,000 - 700,000; Full time

Job summary

IntouchCX in the Philippines seeks a Team Lead (Supervisor) to guide frontline Customer Service Representatives, ensuring quality service across every interaction and deep knowledge of partner brands, products and processes.

The Team Lead will supervise CSRs, drive KPI attainment, and collaborate with HR, IT and other teams to resolve issues while fostering a positive work environment and ongoing staff development.

Responsibilities

• Provide frontline direction to Customer Service Representatives to ensure quality service across interactions.
• Supervise CSRs and monitor performance against KPIs.
• Drive KPI attainment and continuous improvement initiatives.
• Collaborate with HR, IT and other teams to resolve issues.
• Promote a positive work environment and support professional development through coaching and training.

Job description

IntouchCX is seeking a Team Lead (Supervisor) to provide frontline direction to Customer Service Representatives, ensuring quality service across every interaction. This role requires knowledge of our partners’ brands, products and processes and supports professional development through performance evaluations and training.

The Team Lead will supervise CSRs, drive KPI attainment, and collaborate with HR, IT and other teams to resolve issues while promoting a single positive work environment and