Outbound Sales Team Lead - Coaching & KPI Focus

IntouchCX; Manila; On-site; PHP 502,000 - 837,000; Full time

Job summary

IntouchCX is seeking a Team Lead (Supervisor) in Manila to provide front-line direction to Customer Service Representatives, ensuring quality service with every customer interaction. The role includes learning partner brands and processes, and promoting professional growth through training and career-pathing plans.

You will supervise CSRs, manage schedules, monitor KPIs/SLAs, analyze data to identify root causes, and collaborate with HR/IT to resolve issues while driving engagement and

Qualifications

• High school diploma or equivalent (required).
• Post-secondary education in Business or related field preferred.
• 1–2 years in contact center/customer service with at least 1 year in a Team Lead role.
• Experience handling B2B/B2C Sales accounts.
• Experience dealing with escalated issues in a contact center.
• Typing speed of 30 WPM with accuracy.
• Basic knowledge of Google Suite is an asset.
• Ability to use spreadsheets for operational reporting.
• Excellent time management, organizational and prioritization skills.
• Able to work independently and in a team in a fast-paced environment.
• Willingness to work varied shifts, including evenings and holidays.

Responsibilities

• Manage and supervise CSRs
• Ensure proficient training and employee engagement
• Manage operational performance to meet KPIs and SLAs
• Analyze reports to measure production levels and identify root causes
• Use critical thinking to develop solutions to improve performance
• Motivate teams through coaching and relationship building
• Develop incentive programs to motivate CSRs
• Coordinate staffing changes with Operations Support/Workforce
• Collaborate with HR, IT to resolve issues
• Gain expert knowledge on partner products and promotions

Skills

Team leadership

Customer service

B2B/B2C sales

Escalation handling

Typing 30 WPM

Time management

Coaching

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Suite

Job description

IntouchCX is seeking a Team Lead (Supervisor) in Manila to provide front-line direction to Customer Service Representatives, ensuring quality service with every customer interaction. The role includes learning partner brands and processes, and promoting professional growth through training and career-pathing plans.

You will supervise CSRs, manage schedules, monitor KPIs/SLAs, analyze data to identify root causes, and collaborate with HR/IT to resolve issues while driving engagement and