Remote-Ready Customer Care Team Lead: Drive Impact

HelloConnect; Manila; On-site; PHP 550,000 - 900,000; Full time

Benefits offered by this job

Long Service Bonus

HMO Coverage

Life Insurance

Learning Budget

Global BPO Community

Job summary

HelloConnect in Manila is seeking a Team Leader to drive operational excellence by managing daily agent performance, coaching, and coordinating with leadership, clients, and frontline staff. You’ll foster a high-performance culture in collaboration with CX and Training experts, contributing to customer satisfaction and business success.

We welcome passionate individuals who can bring their ideas to the table; even if you don’t meet every requirement, we’d love to hear from you.

Qualifications

• Experience leading CX teams in a contact center.
• Strong customer-service orientation with data-driven improvements.
• Excellent communication and stakeholder management.
• Willingness to work mid-shift and weekends as needed.

Responsibilities

• Lead daily agent performance and coaching through 1-on-1s and feedback.
• Oversee queue coverage, workforce planning, and escalation handling.
• Spend time on core tasks to stay grounded in front-line operations.
• Provide proactive updates with actionable recommendations to stakeholders.
• Partner with CX and training teams for continuous improvement.
• Leverage AI/tools to enhance reporting while protecting data privacy.

Skills

CX Leadership

People Management

Root Cause Analysis

Stakeholder Mgmt

Communication

Tools

Gorgias

Job description

HelloConnect in Manila is seeking a Team Leader to drive operational excellence by managing daily agent performance, coaching, and coordinating with leadership, clients, and frontline staff. You’ll foster a high-performance culture in collaboration with CX and Training experts, contributing to customer satisfaction and business success.

We welcome passionate individuals who can bring their ideas to the table; even if you don’t meet every requirement, we’d love to hear from you.