Remote Team Lead — Customer Service

Outsourced; Manila; Hybrid; PHP 420,000 - 540,000; Full time

Job summary

Outsourced in Manila is seeking a seasoned Team Lead to guide, coach, and develop a remote team of customer service advisors. The role emphasizes driving performance, maintaining high service standards, and ensuring operational efficiency in a virtual environment.

You will lead with strong communication, manage performance, resolve escalations, and collaborate with cross-functional teams to meet KPIs, staffing, and customer satisfaction goals.

Qualifications

• Experience as Team Leader or Supervisor in a contact center or customer service environment.
• Proven leadership of customer service teams.
• Experience in remote or hybrid contact center operations is highly desirable.
• Strong working knowledge of contact center KPIs, quality frameworks, and performance management.
• Proficiency in customer service software, CRM platforms, collaboration tools, and reporting systems.

Responsibilities

• Lead, support, and manage a remote team of customer service agents to achieve key performance indicators (KPIs), including quality, productivity, customer satisfaction, and compliance.
• Monitor daily performance metrics and provide regular feedback, coaching, and development sessions.
• Conduct virtual team huddles, one-on-one meetings, and performance reviews.
• Identify performance gaps and implement targeted improvement plans.
• Ensure team adherence to established processes, procedures, and service standards.

Skills

Leadership

Coaching

Remote leadership

Customer service

KPI tracking

Tools

CRM software

Reporting dashboards

Job description

Outsourced in Manila is seeking a seasoned Team Lead to guide, coach, and develop a remote team of customer service advisors. The role emphasizes driving performance, maintaining high service standards, and ensuring operational efficiency in a virtual environment.

You will lead with strong communication, manage performance, resolve escalations, and collaborate with cross-functional teams to meet KPIs, staffing, and customer satisfaction goals.