Customer Support Team Lead - ORT

Cloudstaff Philippines Inc.; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health insurance

Leave credits

Career advancement

PC/Laptop provided

Fiber internet connection

Free coffee & meals

VIP lounge & game rooms

Wellness program

Employee referral incentives

Employee share units program

Job summary

Cloudstaff Philippines Inc. is seeking a Pioneer Team Leader/Manager to guide and coach a client-facing team, ensuring service levels and quality standards are met. The role focuses on performance tracking, training, and development while sustaining a positive, high-performance environment.

The position emphasizes escalation handling, cross-department collaboration, and effective workforce planning to ensure optimal coverage and client satisfaction.

Responsibilities

• Lead, motivate, and mentor the team, guiding daily operations and ensuring adherence to policies and client requirements.
• Monitor team performance against KPIs such as call handling time, first-call resolution, and customer satisfaction.
• Provide coaching, conduct reviews, and prepare weekly/monthly performance reports for management.
• Ensure quality and compliance through monitoring, coaching, and corrective action plans.
• Identify training needs and deliver targeted coaching for product knowledge and call handling.
• Handle escalated issues, resolve conflicts, and coordinate with other departments on complex problems.
• Manage shift scheduling, attendance, and workforce allocation to meet demand and coverage needs.
• Maintain open communication through huddles, meetings, and one-on-one conversations, reporting status to leadership.
• Drive employee engagement, recognition, and retention through wellness initiatives and development opportunities.
• Support onboarding and ongoing professional growth to build team capabilities and readiness for advancement.

Job description

Job Description

Position Overview

The Pioneer Team Leader/Manager is responsible for leading, coaching, and managing the team to deliver exceptional client service while maintaining operational excellence. This role serves as the critical link between onshore management and the staff members, ensuring service level targets are consistently met while fostering a positive, high-performance team environment. The Pioneer Team Leader will oversee all aspects of team performance, compliance, quality, and employee development.

Primary Responsibilities

Team Leadership & Supervision

Lead, motivate, and mentor the team, providing daily guidance and support. Supervise all team members during assigned shifts, ensuring adherence to company policies, client requirements, and standard operating procedures. Act as a role model by demonstrating professionalism, excellent communication skills, and commitment to service quality. Foster a collaborative, inclusive team culture that encourages creativity, accountability, and continuous improvement.

Performance Management & Monitoring

Monitor individual and team performance against established Key Performance Indicators (KPIs) including call handling time, first-call resolution, customer satisfaction scores, attendance, and compliance metrics. Conduct regular performance reviews and one-on-one meetings to provide constructive feedback and identify development opportunities. Prepare and present weekly and monthly performance reports to management, highlighting trends, achievements, and areas requiring attention.

Quality Assurance & Compliance

Ensure team members maintain service quality standards and compliance with client specifications and company policies. Conduct quality monitoring, including call/ticket reviews, and provide coaching based on findings. Implement corrective action plans for performance issues and track progress. Escalate compliance concerns or policy violations to management as needed.

Training & Development

Identify training needs through performance assessments and develop targeted coaching plans for individual team members. Deliver skill-building sessions focused on product knowledge, call handling techniques, customer service best practices, and process adherence. Support new hire onboarding and provide ongoing professional development opportunities to build team capabilities and prepare emerging talent for advancement.

Escalation & Issue Resolution

Handle escalated customer issues, complaints, and service challenges to ensure satisfactory resolution while protecting client relationships. Listen to team member concerns, resolve conflicts, and address grievances in a fair and timely manner. Collaborate with other departments to resolve complex operational issues.

Workforce Planning & Scheduling

Manage shift scheduling, time-off requests, and workforce allocation to ensure adequate team coverage while meeting operational demands. Monitor attendance patterns and follow up on absences in accordance with company policy. Anticipate staffing needs and coordinate with recruitment teams when replacements are required.

Communication & Reporting

Maintain open, transparent communication with team members through regular huddles, team meetings, and one-on-one conversations. Communicate management directives, policy updates, and client requirements clearly to the team. Provide timely updates to senior management on team status, performance trends, and any operational concerns.

Employee Engagement & Retention

Create a positive and productive work environment that promotes team morale and job satisfaction. Recognize and reward high performance and accomplishments. Support employee wellness initiatives and morale-building activities. Identify flight risks and work proactively to improve retention through career development and recognition programs.

Qualifications and Requirements

n/a

Perks and Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff - Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc