Remote Customer Care Team Leader: AI-Driven CX

HelloConnect; Metro Manila; Hybrid; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Competitive pay

Long service bonus

Mental health support

HMO & life insurance

Learning budget

Global BPO environment

Work-life balance

Job summary

HelloConnect, based in Metro Manila (Inoza tower, BGC), is seeking a Team Leader to drive operational excellence across daily agent performance and quality standards. You will act as a strategic liaison between leadership, clients, and frontline staff to foster a high-performance culture with CX and Training experts.

You’ll spend 20% of time performing core customer service tasks to maintain frontline understanding, while leading recruitment, coaching, and continuous improvement initiatives.

Qualifications

• Proven leadership in contact center or CX operations.
• Strong knowledge of CRM platforms and automation.
• Experience with AI tools for reporting and coaching is a plus.
• Data privacy compliance and accuracy in reporting are essential.
• Excellent stakeholder management and cross-functional collaboration.

Responsibilities

• Lead and coach agents to achieve performance and quality targets.
• Oversee daily queue coverage, forecasting, scheduling, payroll/timekeeping, and escalations.
• Spend ~20% of time handling core customer service tasks to stay grounded in frontline operations.
• Provide proactive updates to CX leads and stakeholders with actionable recommendations.
• Partner with cross-functional teams to identify skill gaps and streamline processes.
• Leverage AI tools and CX platforms to improve reporting, efficiency, and continuous improvement while maintaining data privacy.

Skills

Team Leadership

CX & CRM Expertise

AI & Data Privacy

Analytical & Root-Cause

Stakeholder Collaboration

Adaptability & Work Ethic

Tools

Gorgias

Job description

HelloConnect, based in Metro Manila (Inoza tower, BGC), is seeking a Team Leader to drive operational excellence across daily agent performance and quality standards. You will act as a strategic liaison between leadership, clients, and frontline staff to foster a high-performance culture with CX and Training experts.

You’ll spend 20% of time performing core customer service tasks to maintain frontline understanding, while leading recruitment, coaching, and continuous improvement initiatives.