CX Team Lead: Coaching for Growth & Retention

Mass Markets; San Fernando; On-site; PHP 480,000 - 720,000; Full time

Job summary

Mass Markets, Inc. in the Philippines is seeking a Team Leader to drive exceptional customer experiences, support sales growth, and achieve retention goals through strong leadership of a customer care team.

You will coach inbound/outbound and retention professionals, establish KPIs, monitor outcomes, conduct reviews, and collaborate with cross-functional teams to meet revenue targets while fostering continuous improvement and training to elevate performance.

Qualifications

• Minimum 2 years of team leadership in a customer care environment.
• Strong coaching and performance optimization skills.
• Experience driving KPI-based improvement and retention strategies.

Responsibilities

• Lead a team of customer care, inbound/outbound, and retention specialists.
• Coach and develop staff to improve service levels.
• Establish KPIs, monitor outcomes, and conduct regular reviews.
• Collaborate with sales, marketing, and product teams to meet revenue targets.
• Drive continuous improvement and training initiatives.

Skills

Team Leadership

KPIs & Analytics

Customer Care Experience

Job description

Mass Markets, Inc. in the Philippines is seeking a Team Leader to drive exceptional customer experiences, support sales growth, and achieve retention goals through strong leadership of a customer care team.

You will coach inbound/outbound and retention professionals, establish KPIs, monitor outcomes, conduct reviews, and collaborate with cross-functional teams to meet revenue targets while fostering continuous improvement and training to elevate performance.