CX Team Leader: Growth, Coaching & Retention

MCI; San Fernando; On-site; PHP 558,000 - 893,000; Full time

Job summary

MCI is seeking a Team Leader to drive exceptional customer experiences and sales retention across inbound/outbound operations. You will lead and mentor a team of customer care, sales, and retention professionals, setting clear performance targets and ensuring quality service.

The ideal candidate brings proven leadership in a customer-care environment, strong communication skills, and a data-driven mindset. This on-site role demands dedication to process excellence and team growth.

Qualifications

• Leadership experience in customer care, inbound/outbound, sales, or retention.
• Strong understanding of customer service dynamics and sales processes.
• Excellent communication and people management skills.
• Proficiency with CRM tools.

Responsibilities

• Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
• Provide coaching and support to ensure individual and team success.
• Establish clear performance expectations and KPIs; conduct regular performance reviews.
• Collaborate with sales and retention teams to meet revenue targets.
• Implement retention strategies to minimize customer churn.
• Oversee day-to-day operations to ensure efficiency and quality.

Skills

Leadership

Coaching

Customer care

Sales knowledge

KPI management

Education

High School Diploma

Tools

CRM tools

Job description

MCI is seeking a Team Leader to drive exceptional customer experiences and sales retention across inbound/outbound operations. You will lead and mentor a team of customer care, sales, and retention professionals, setting clear performance targets and ensuring quality service.

The ideal candidate brings proven leadership in a customer-care environment, strong communication skills, and a data-driven mindset. This on-site role demands dedication to process excellence and team growth.