Omnichannel Care Team Lead: Elevate Support & Impact

KMC Solutions; Quezon City; Híbrido; PHP 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

KMC Solutions is seeking an Omnichannel Customer Care Team Leader in the Philippines. You will lead a team across voice, email, social media, and community channels, shaping customer experience and driving performance.

You will coach team members, monitor KPIs, and manage escalations while collaborating with Operations, Quality, Training, WFM, and HR to improve processes and deliver exceptional service.

Formación

• Experience in customer service, telecommunications, contact center, or digital customer care.
• Previous leadership roles such as Team Leader, SME, Senior Agent, or Coach.
• Experience handling both voice and non-voice channels.
• Strong coaching, performance management, escalation handling, and reporting.
• Excellent verbal and written English communication skills.
• Strong customer service, problem-solving, decision-making, and analytical skills.
• Comfortable handling social media/customer community concerns and potential reputational risks.

Responsabilidades

• Lead, coach, and manage a team of Customer Care Specialists across multiple channels.
• Monitor attendance, productivity, quality, service levels, and customer experience.
• Manage daily queue conditions, staffing, workload distribution, and channel assignments.
• Conduct team huddles, one-on-ones, coaching, and performance reviews.
• Handle and resolve complex or escalated customer concerns.
• Ensure accurate case documentation and compliance with company/client policies.
• Monitor customer interactions across voice, email, social media, and community platforms.
• Identify customer trends, recurring issues, and opportunities for process improvement.
• Support sales, retention, and customer experience initiatives.
• Prepare performance reports, escalation updates, and action plans.
• Collaborate with Operations, Quality, Training, WFM, HR, and other support teams.
• Support new products, campaigns, processes, tools, and channel expansions.

Conocimientos

Team leadership

Coaching

Performance management

Customer service

English communication

Multichannel support

Data analysis

Educación

Bachelor’s degree or equivalent

Herramientas

CRM systems

Ticketing tools

Telephony systems

Social media platforms

WFM

Reporting tools

Descripción del empleo

KMC Solutions is seeking an Omnichannel Customer Care Team Leader in the Philippines. You will lead a team across voice, email, social media, and community channels, shaping customer experience and driving performance.

You will coach team members, monitor KPIs, and manage escalations while collaborating with Operations, Quality, Training, WFM, and HR to improve processes and deliver exceptional service.