Remote Team Lead, Customer Service & Coaching

Outsourced Global Staff; Philippines; À distance; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

Outsourced, a Philippines-based outsourcing company, is seeking a Team Leader to lead, coach, and develop a remote team of customer service advisors. The role focuses on driving performance, maintaining high service standards, and ensuring operational efficiency in a remote setting.

Ideal candidates will have strong leadership, communication, and people-management skills with experience in managing customer service teams and familiarity with remote/hybrid operations.

Qualifications

• Experience leading remote customer service teams in a contact center or similar environment.
• Proven ability to manage performance, coach, and resolve escalations.
• Strong knowledge of KPIs, quality frameworks, and customer service standards.
• Proficiency with CRM tools, reporting dashboards, and collaboration platforms.

Responsabilités

• Lead, coach, and develop a remote team of customer service advisors to achieve KPIs.
• Monitor daily performance metrics and provide coaching and feedback.
• Conduct virtual one-on-ones, performance reviews, and development sessions.
• Oversee scheduling, staffing coverage, and real-time operations.

Connaissances

Team Leadership

Remote team management

Performance management

Coaching & development

KPIs & quality assurance

Communication

Outils

CRM software

Description du poste

Outsourced, a Philippines-based outsourcing company, is seeking a Team Leader to lead, coach, and develop a remote team of customer service advisors. The role focuses on driving performance, maintaining high service standards, and ensuring operational efficiency in a remote setting.

Ideal candidates will have strong leadership, communication, and people-management skills with experience in managing customer service teams and familiarity with remote/hybrid operations.