Manila Contact Center Team Lead - People & Performance

black.ai

Manila

Hybrid

PHP 900,000 - 1,300,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Annual professional development budget

Transportation allowance

13th month pay

Generous leave policy

Job summary

Eucalyptus is seeking a Team Lead for its Manila support teams to guide agents, drive performance, and foster a patient‑first culture. You will lead daily operations, monitor queues, and provide empathetic leadership while ensuring accountability and rapid issue resolution.

The role emphasizes data‑driven improvements, cross‑team collaboration, and strong stakeholder communication. Ideal candidates bring 4+ years of leadership in tech or international settings, excellent English, and a

Qualifications

At least 4 years of full‑time leadership experience in a startup, international, or tech company.
Excellent command of English, both spoken and written.
Experience in healthcare support or a customer‑facing role is a plus.

Responsibilities

Lead and guide Manila support teams, ensuring staffing, structure, and coaching for outstanding patient interactions.
Manage daily stand-ups, ticket queues, workload balance, and back‑log absorption.
Conduct weekly 1:1 performance reviews and provide coaching with data-grounded feedback.
Own data analysis and reporting on agent and team metrics, with weekly/monthly cycle reports.
Attend recurring meetings and actively contribute with prepared insights and plans.
Act as escalation point for complex patient situations and ensure timely resolution.