Manila Contact Center Team Lead - Patient-First Ops

Careers at Eucalyptus; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health insurance

13th month pay

Transportation allowance

Professional development budget

Job summary

At Eucalyptus in Manila, the Team Lead steers the daily operations of the support team, guiding agents to deliver outstanding patient interactions with empathy and accountability. You’ll manage performance, run weekly 1:1s, and collaborate with cross-functional partners to improve CSAT and QA metrics while upholding a patient-first culture.

Ideal candidates bring 4+ years in leadership, strong English communication, and experience with tools like Google Suite and Zendesk.

Qualifications

• 4+ years of full‑time leadership experience in startup, international, or tech
• Excellent English communication, written and spoken
• Experience in healthcare support or customer-facing roles is a plus
• Proven ability to coach, mentor, and empower teams to improve CSAT/QA/retention

Responsibilities

• Lead daily stand-ups and manage ticket handling priorities and blockers
• Perform weekly 1:1s with agents, coaching and providing feedback
• Own data analysis and reporting at team and function level
• Attend recurring meetings and act as escalation point for complex patient interactions
• Drive process improvements and culture initiatives to boost performance and patient focus
• Participate in hiring support and other ad-hoc operational tasks
• Represent and uphold Eucalyptus values and support a hybrid 40h/week schedule

Skills

Leadership

Empathy

People management

Data-driven

Communication

Problem solving

Adaptability

Proactive

Continuous improvement

Hybrid work

Tools

Google Suite

Slack

Notion

Zendesk

Job description

At Eucalyptus in Manila, the Team Lead steers the daily operations of the support team, guiding agents to deliver outstanding patient interactions with empathy and accountability. You’ll manage performance, run weekly 1:1s, and collaborate with cross-functional partners to improve CSAT and QA metrics while upholding a patient-first culture.

Ideal candidates bring 4+ years in leadership, strong English communication, and experience with tools like Google Suite and Zendesk.