Customer Service Team Lead: Frontline Coaching & KPIs

IntouchCX; San Fernando; On-site; PHP 446,000 - 893,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Team Lead to guide frontline Customer Service Representatives, ensuring quality service across interactions and a 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.

Qualifications

• Proven experience leading and supervising customer service teams.
• Strong knowledge of partner brands, products and processes.
• Ability to drive KPIs and monitor performance.
• Collaborative mindset to work with HR, IT and operations.

Responsibilities

• Supervise CSRs to ensure consistent quality service.
• Maintain deep knowledge of partner brands and processes across interactions.
• Drive KPI attainment and performance improvements.
• Collaborate with HR, IT and other teams to resolve issues.
• Foster a positive work environment and ongoing staff development.

Job description

IntouchCX in the Philippines is seeking a Team Lead to guide frontline Customer Service Representatives, ensuring quality service across interactions and a 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.