R3 Team Lead

IntouchCX; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

IntouchCX is seeking a Team Lead to supervise Customer Service Representatives and drive service quality across interactions. You will learn partner brands, train staff, and develop career paths while monitoring performance and improving processes.

The role emphasizes staff engagement, real-time coaching, and collaboration with HR and IT to resolve issues and promote a positive culture.

Qualifications

• Proven leadership and people-management skills in a fast-paced environment.
• Experience coaching teams to meet KPIs and SLAs.
• Strong data analysis and reporting capabilities with attention to detail.

Responsibilities

• Supervise and guide CSRs to deliver quality customer service.
• Promote training and development to engage and retain staff.
• Monitor performance against KPIs and SLAs and take corrective action.
• Analyze reports to identify root causes of issues and drive improvements.
• Collaborate with other departments to resolve escalations and optimize processes.

Skills

Leadership

Coaching

Data analysis

Communication

Education

High school diploma or equivalent

Some post-secondary education or degree

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Job description

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (Supervisor), You Will…

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays