CX Team Lead for Dental Solutions

ECLARO; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

ECLARO is seeking a Team Lead to join our CX front-line leadership team, overseeing a group that handles inquiries from dental practitioners through live chat, phone, and other channels. You will guide performance, coach agents, and ensure high-quality interactions while managing escalations and daily operations.

The ideal candidate is data-driven with a track record of improving support processes, onboarding new team members, and driving KPIs related to productivity, quality, and adherence in a

Qualifications

• 2+ years of frontline leadership experience in customer service.
• 1+ years of direct people management as a team lead is required.
• Proven ability to drive performance improvements.
• Customer service experience with de-escalation and solutions.

Responsibilities

• Supervise and coach a front-line team assisting customers with dental products and services.
• Manage team performance and KPIs, including productivity, accessibility, adherence, and quality.
• Provide coaching and guidance, and deliver feedback in 1:1s.
• Audit calls/chats with QA to identify gaps and create SOPs.
• Monitor real-time capacity and coordinate with Workforce to ensure attendance and productivity.
• Identify bottlenecks and collaborate with cross-functional teams to implement improvements.
• Develop and optimize SOPs for consistency, efficiency, and scalability.
• Use data and root-cause analysis to resolve issues.
• Foster a positive, collaborative team environment prioritizing customer experiences.
• Own KPIs for your area and drive onboarding and enablement.

Skills

Frontline leadership

People management

Customer service

Data-driven

KPI tracking

Tools

Zendesk

Job description

ECLARO is seeking a Team Lead to join our CX front-line leadership team, overseeing a group that handles inquiries from dental practitioners through live chat, phone, and other channels. You will guide performance, coach agents, and ensure high-quality interactions while managing escalations and daily operations.

The ideal candidate is data-driven with a track record of improving support processes, onboarding new team members, and driving KPIs related to productivity, quality, and adherence in a