Omnichannel Customer Care Team Leader

KMC Solutions; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

KMC Solutions in Manila is seeking an Omnichannel Team Leader to guide a team of Customer Care Specialists across voice, email, social media, and online community channels. You will shape performance, coaching, and escalation handling to ensure consistent customer experience.

You will manage queue-based operations, collaborate with Workforce Management, and drive continuous improvement while maintaining compliance and customer satisfaction across channels.

Qualifications

• Experience in telecommunications or contact center operations.
• Previous team-leader or coaching role preferred.
• Experience handling multi-channel (voice, email, social, online community).

Responsibilities

• Lead and support a team across voice and non-voice channels; coach and manage performance.
• Manage queue conditions, staffing, workload distribution, and service levels.
• Monitor KPIs, provide coaching, and drive continuous improvement.
• Own complex customer escalations and ensure timely resolution.
• Ensure documentation, compliance, and data privacy across interactions.
• Oversee social media and community interactions with brand-safe responses.
• Identify sales/retention opportunities within approved guidelines.
• Prepare performance updates and action plans with stakeholders.

Skills

Leadership

Coaching

Communication

Customer focus

Escalation management

Analytical thinking

Operational management

Digital leadership

Social media leadership

Collaboration

Agility

Education

Bachelor's degree or equivalent

Tools

CRM systems

Ticketing platforms

Contact center software

Email management tools

Social media management

Online community tools

Knowledge management

Billing platforms

Workforce management systems

Scheduling tools

Quality monitoring tools

Microsoft Office 365

Job description

KMC Solutions in Manila is seeking an Omnichannel Team Leader to guide a team of Customer Care Specialists across voice, email, social media, and online community channels. You will shape performance, coaching, and escalation handling to ensure consistent customer experience.

You will manage queue-based operations, collaborate with Workforce Management, and drive continuous improvement while maintaining compliance and customer satisfaction across channels.