Remote Team Lead: Customer Care (PH)

Outsourced Quality Assured Services Pty; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Outsourced in the Philippines is seeking a Team Lead to lead, coach, and develop a remote team of customer service advisors. You will drive performance, maintain high service standards, and ensure operational efficiency in a virtual work environment.

The role demands strong leadership, excellent communication and people-management skills, with the ability to motivate staff, handle escalations, and meet KPIs while collaborating with cross-functional teams.

Qualifications

• Experience leading customer service teams.
• Proven ability to manage and coach staff in a remote or hybrid setup.
• Strong knowledge of contact center KPIs and quality frameworks.

Responsibilities

• Lead and coach a remote team of customer service agents to achieve KPIs.
• Monitor performance, provide feedback, and conduct reviews.
• Coordinate with Workforce Planning for staffing and scheduling.
• Deliver structured coaching and support continuous improvement.
• Handle escalations and drive data-driven decisions.

Skills

Team Leadership

Performance Management

Coaching

Remote Team Management

Customer Service

CRM Software

KPIs

Communication

Data Analysis

Training & Development

Tools

CRM platforms

Collaboration tools

Reporting dashboards

Job description

Outsourced in the Philippines is seeking a Team Lead to lead, coach, and develop a remote team of customer service advisors. You will drive performance, maintain high service standards, and ensure operational efficiency in a virtual work environment.

The role demands strong leadership, excellent communication and people-management skills, with the ability to motivate staff, handle escalations, and meet KPIs while collaborating with cross-functional teams.