Customer Service Team Lead & Performance Coach

IntouchCX; San Fernando; On-site; PHP 520,000 - 700,000; Full time

Job summary

IntouchCX in the Philippines is looking for a Team Lead (Supervisor) to guide frontline Customer Service Representatives, ensuring quality across every interaction and deep knowledge of partner brands, products and processes.

You 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

• Experience supervising customer service teams.
• Strong knowledge of customer service processes and KPIs.

Responsibilities

• Supervise CSRs to ensure service quality across interactions.
• Drive KPI attainment and customer satisfaction metrics.
• Collaborate with HR, IT and other teams to resolve issues and support staff development.

Job description

IntouchCX in the Philippines seeks a Team Lead (Supervisor) to guide frontline Customer Service Representatives, ensuring quality service across every interaction and 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.