Customer Service Team Lead — Frontline Coach

IntouchCX; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

IntouchCX is seeking a Team Lead to supervise Customer Service Representatives and drive service quality across interactions. You will learn partner brands, train staff, and develop career paths while monitoring performance and improving processes.

The role emphasizes staff engagement, real-time coaching, and collaboration with HR and IT to resolve issues and promote a positive culture.

Qualifications

• Proven leadership and people-management skills in a fast-paced environment.
• Experience coaching teams to meet KPIs and SLAs.
• Strong data analysis and reporting capabilities with attention to detail.

Responsibilities

• Supervise and guide CSRs to deliver quality customer service.
• Promote training and development to engage and retain staff.
• Monitor performance against KPIs and SLAs and take corrective action.
• Analyze reports to identify root causes of issues and drive improvements.
• Collaborate with other departments to resolve escalations and optimize processes.

Skills

Leadership

Coaching

Data analysis

Communication

Education

High school diploma or equivalent

Some post-secondary education or degree

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Job description

IntouchCX is seeking a Team Lead to supervise Customer Service Representatives and drive service quality across interactions. You will learn partner brands, train staff, and develop career paths while monitoring performance and improving processes.

The role emphasizes staff engagement, real-time coaching, and collaboration with HR and IT to resolve issues and promote a positive culture.