CX Team Leader: Coaching, Performance & Growth

Mass Markets; San Fernando; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Mass Markets is seeking a results-driven leader to manage a multi-disciplinary team in its Philippines operations. The role focuses on delivering exceptional customer care, achieving sales targets, and reducing churn through proactive retention strategies.

You will coach a diverse team, align on KPIs, and collaborate with sales and retention squads to optimize performance and service delivery in a fast-paced BPO environment.

Qualifications

• Must have 18+ years of age and a high school diploma or equivalent.
• Proven experience leading teams in customer care, inbound/outbound, sales or retention.
• Strong understanding of customer service dynamics and sales processes.
• Exceptional leadership, communication, and people management skills.

Responsibilities

• Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
• Provide guidance, coaching, and support to ensure individual and team success.
• Foster a positive culture and drive continuous improvement.
• Establish performance expectations and KPIs for team members.
• Monitor performance and conduct regular reviews with feedback.
• Ensure high standard of customer care in all interactions and drive retention.

Skills

Leadership

Coaching

Customer care

Sales processes

People management

Communication

Analytical mindset

Education

High school diploma or equivalent

Tools

CRM tools

Job description

Mass Markets is seeking a results-driven leader to manage a multi-disciplinary team in its Philippines operations. The role focuses on delivering exceptional customer care, achieving sales targets, and reducing churn through proactive retention strategies.

You will coach a diverse team, align on KPIs, and collaborate with sales and retention squads to optimize performance and service delivery in a fast-paced BPO environment.