Omnichannel Care Team Leader - Hybrid/Remote

KMC Solutions; Pasig; On-site; PHP 670,000 - 949,000; Full time

Job summary

KMC Solutions is seeking an Omnichannel Team Leader to guide a Customer Care team delivering services across voice, email, social media, and online communities. The role emphasizes coaching, performance management, escalation handling, and ensuring consistent customer experience across channels.

The leader will manage a flexible, queue-based model, redeploy staff as needed, and collaborate with Workforce Management, Quality, Training, and Operations to meet service levels and data-driven goals.

Qualifications

• Relevant customer service experience in telecommunications, contact center operations, digital customer care, or related environment is required.
• Previous Team Leader/coach/senior agent experience strongly preferred.
• Experience supporting both voice and non-voice channels is strongly preferred.
• Experience in coaching, performance management, customer escalation handling, and operational reporting is required.

Responsibilities

• Lead, guide, and support a team of Customer Care Specialists across assigned channels.
• Set clear performance and behavioral expectations and ensure attendance, schedule adherence, quality, and customer experience.
• Conduct regular team huddles, one-on-one discussions, coaching sessions, and performance reviews.
• Identify skill gaps and coordinate training, nesting support, and performance improvement actions.
• Promote collaboration, professionalism, and a customer-focused culture.
• Address attendance, conduct, and performance concerns promptly per policy.

Skills

Leadership

Coaching

Communication

English skills

Analytical thinking

Cross-functional collaboration

Education

Bachelor’s / Equivalent (any field)

Tools

CRM systems

Ticketing platforms

Billing platforms

MS Office 365

Job description

KMC Solutions is seeking an Omnichannel Team Leader to guide a Customer Care team delivering services across voice, email, social media, and online communities. The role emphasizes coaching, performance management, escalation handling, and ensuring consistent customer experience across channels.

The leader will manage a flexible, queue-based model, redeploy staff as needed, and collaborate with Workforce Management, Quality, Training, and Operations to meet service levels and data-driven goals.