Remote Customer Service Team Lead

Outsourced; Metro Manila; A distancia; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Outsourced in the Philippines seeks a capable Team Leader to guide a remote customer service team. You will lead, coach, and develop staff, ensuring high service levels, efficient operations, and strong KPIs in a remote environment.

The role requires excellent leadership, communication, and people-management skills, with a focus on performance, escalation handling, and data-driven decision making for a 4:00 PM–1:00 AM PHT shift from the Manila area.

Formación

• Experience leading remote customer service teams.
• Ability to manage performance and coach to meet KPIs.
• Strong communication and people-management skills.
• Familiarity with contact center KPIs, quality frameworks, and reporting.

Responsabilidades

• Lead, coach, and develop a remote team of customer service advisers to achieve KPIs.
• Drive team performance and maintain high customer service standards.
• Collaborate with Workforce Planning to ensure staffing coverage and schedule adherence.
• Provide regular performance feedback, coaching sessions, and development plans.
• Resolve escalations and drive continuous improvement across the team.

Conocimientos

Team leadership

Performance management

Coaching

Remote team management

KPI tracking

Herramientas

CRM software

Reporting dashboards

Collaboration tools

Microsoft Teams/Zoom

Descripción del empleo

Outsourced in the Philippines seeks a capable Team Leader to guide a remote customer service team. You will lead, coach, and develop staff, ensuring high service levels, efficient operations, and strong KPIs in a remote environment.

The role requires excellent leadership, communication, and people-management skills, with a focus on performance, escalation handling, and data-driven decision making for a 4:00 PM–1:00 AM PHT shift from the Manila area.