Customer Service Team Lead - Data-Driven Coach (Onsite)

TEMU; Eastern Manila District; Sur place; PHP 502 000 - 725 000; Plein temps

Résumé du poste

TEMU in Manila is seeking an experienced team leader for a frontline customer service unit. The role requires mentoring staff, driving performance, and coordinating with the Workforce Management team to ensure optimal shift coverage and real-time adherence.

The candidate should have a minimum of 3 years in related roles, strong leadership and analytical skills, and excellent English communication. This in-person position emphasizes coaching, reporting, and continuous process improvement.

Qualifications

• Bachelor's Degree preferred.
• Minimum 3 years of related experience.
• Strong leadership and coaching skills.
• Excellent English communication (verbal and written).
• Analytical mindset to interpret performance data.
• Strong problem-solving and composure under pressure.
• Strong computer and software skills.

Responsabilités

• Supervise, mentor, and coach a team of customer service to ensure service quality.
• Conduct performance reviews and develop individual coaching plans.
• Partner with WFM to manage scheduling, real-time adherence, and leave coordination.
• Facilitate team huddles, refresher trainings, and knowledge-sharing sessions.
• Prepare and present team performance reports, highlighting trends and gaps.
• Support continuous improvement by identifying process gaps and implementing best practices.
• Foster a positive, accountable, empathetic, and continuously learning team culture.

Connaissances

Leadership & coaching

English communication

Analytical thinking

Problem solving

Computer skills

Formation

Bachelor's degree preferred

Outils

Verint

WFM tools

Description du poste

TEMU in Manila is seeking an experienced team leader for a frontline customer service unit. The role requires mentoring staff, driving performance, and coordinating with the Workforce Management team to ensure optimal shift coverage and real-time adherence.

The candidate should have a minimum of 3 years in related roles, strong leadership and analytical skills, and excellent English communication. This in-person position emphasizes coaching, reporting, and continuous process improvement.