Customer Service Team Lead - Coaching & Operational Excellence

SPi Global (now Straive); Parañaque; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

SPi Global (now Straive) in Metro Manila is seeking a Team Leader to drive operational excellence and coach a high-performing contact-center team. The role focuses on mentoring agents, managing real-time queues, and ensuring adherence to service levels.

The ideal candidate has at least 1 year in a supervisory role within a fast-paced environment, with strong communication skills and proficiency in MS Office to leverage performance data for decision-making.

Qualifications

• Educational background: Completed Bachelor's degree in any course.
• Leadership experience: Minimum of 1 year in a Team Leader or Supervisory role in a fast-paced environment.
• Domain expertise: At least 6 months of hands-on experience handling voice-account customer service workflows.
• Communication mastery: Exceptional written and verbal articulation with ability to connect, persuade, and influence.
• Data literacy: Highly proficient in MS Office (Excel, Word) for leveraging performance data.

Responsibilities

• Drive Operational Excellence: guide team to exceed SLAs and customer expectations.
• Cultivate & coach talent: mentor and develop agents into top performers.
• Optimize daily workflows: oversee queues and interactions to ensure policy alignment and service quality.

Skills

Leadership

Communication

Data analysis

Education

Bachelor's degree

Tools

MS Office

Excel

Job description

SPi Global (now Straive) in Metro Manila is seeking a Team Leader to drive operational excellence and coach a high-performing contact-center team. The role focuses on mentoring agents, managing real-time queues, and ensuring adherence to service levels.

The ideal candidate has at least 1 year in a supervisory role within a fast-paced environment, with strong communication skills and proficiency in MS Office to leverage performance data for decision-making.