Customer Service Team Lead: Grow Talent & Performance

Intouchcx; Philippines; On-site; PHP 420,000 - 780,000; Full time

Job summary

Intouchcx in the Philippines is seeking a Team Lead (Supervisor) to direct Customer Service Representatives on a daily basis, ensuring high-quality service with every customer interaction. You will learn and maintain knowledge of partner brands, products, promotions and processes while guiding performance development through training and career pathing.

Key responsibilities include supervising CSRs, driving training and engagement, monitoring KPIs/SLAs, analyzing reports, and coaching teams to

Qualifications

• High school diploma or equivalent.
• Post-secondary education in Business or related field preferred.
• At least 2 years in contact center or customer service, with at least 1 year as Team Lead.
• Experience handling a Sales Account.
• Experience dealing with escalated issues in a contact center.
• Typing speed of 30 WPM with accuracy.
• Experience with Google Workspace is an asset.
• Proficient in using spreadsheets for operational reporting.
• Strong time management, organization and prioritization.
• Able to work independently and in a team in a fast-paced environment.
• Ability to work a variety of shifts including days, evenings and holidays.

Responsibilities

• Manage and supervise CSRs.
• Ensure training, development and employee engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports to measure production and identify root causes.
• Use critical thinking to develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Develop incentive programs to motivate CSRs to achieve outcomes.
• Coordinate staffing changes with Operations Support or Workforce Management teams.
• Collaborate with HR, IT, and other departments to resolve issues.
• Gain expert knowledge on partner products and promotions.

Skills

Team Leadership

Time management

Communication

Coaching

Problem solving

Independent work

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Sheets

Google Slides

Google Docs

Google Drive

Job description

Intouchcx in the Philippines is seeking a Team Lead (Supervisor) to direct Customer Service Representatives on a daily basis, ensuring high-quality service with every customer interaction. You will learn and maintain knowledge of partner brands, products, promotions and processes while guiding performance development through training and career pathing.

Key responsibilities include supervising CSRs, driving training and engagement, monitoring KPIs/SLAs, analyzing reports, and coaching teams to