CX Team Leader: Inspire, Coach & Drive Growth

MCI; Angeles; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

MCI is seeking a Team Leader to guide a dynamic group of customer care, inbound/outbound, sales, and retention professionals. The role focuses on coaching, performance management, and delivering exceptional customer experiences while driving revenue targets.

The ideal candidate has proven leadership in a contact center or similar setting, strong communication skills, and an analytical mindset to optimize processes and outcomes.

Qualifications

• Must have a proven leadership role within customer care, inbound/outbound, sales, or retention environments.
• Strong understanding of customer service dynamics and sales processes.
• Exceptional leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to make data-driven decisions.
• Proficiency in using relevant CRM tools.

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 and collaborative team culture that encourages innovation and continuous improvement.
• Establish clear performance expectations and KPIs for team members.
• Monitor and evaluate performance against targets.
• Conduct regular performance reviews and address issues promptly.
• Ensure high standard of customer care in all interactions.
• Collaborate with sales and retention teams to set revenue targets and implement strategies.
• Oversee day-to-day operations ensuring efficiency and quality standards.
• Develop and implement training programs to enhance team skills.

Skills

Leadership experience

Customer care leadership

Analytics

CRM tools proficiency

Communication skills

Education

High school diploma or equivalent

Tools

CRM software

Job description

MCI is seeking a Team Leader to guide a dynamic group of customer care, inbound/outbound, sales, and retention professionals. The role focuses on coaching, performance management, and delivering exceptional customer experiences while driving revenue targets.

The ideal candidate has proven leadership in a contact center or similar setting, strong communication skills, and an analytical mindset to optimize processes and outcomes.