Remote Team Leader: Customer Service Coach

Acquire.AI; Pasig; On-site; PHP 446,400 - 781,200; Full time

Job summary

Acquire Intelligence in Pasig City is seeking a Team Leader to guide and motivate a customer service team, delivering exceptional service and achieving performance targets. The role involves direct supervision, coaching, and ensuring employee development.

You will monitor metrics, conduct coaching sessions, handle escalations, collaborate with training, and prepare management reports. The ideal candidate has 2-3 years in leadership within BPO, strong communication, and ability to work weekends

Qualifications

• Minimum 2–3 years in team leadership or supervisory role in BPO/customer service.
• Demonstrated ability to motivate and develop a high-performing team.
• Excellent communication, interpersonal, and coaching skills.
• Strong problem-solving and decision-making abilities.

Responsibilities

• Lead, coach, mentor, and develop a team of customer service representatives to meet performance goals.
• Monitor team performance against service levels, quality, productivity, and customer satisfaction; implement improvements.
• Conduct regular one-on-one coaching sessions and performance reviews; provide constructive feedback.
• Handle escalated inquiries and resolve complex issues efficiently.
• Ensure adherence to policies, procedures, and service standards.
• Identify training needs and coordinate with training to develop skills.

Skills

Team leadership

Coaching

CRM software

Performance analysis

Communication

Problem solving

Job description

Acquire Intelligence in Pasig City is seeking a Team Leader to guide and motivate a customer service team, delivering exceptional service and achieving performance targets. The role involves direct supervision, coaching, and ensuring employee development.

You will monitor metrics, conduct coaching sessions, handle escalations, collaborate with training, and prepare management reports. The ideal candidate has 2-3 years in leadership within BPO, strong communication, and ability to work weekends