Sales Team Lead

IntouchCX; Central Luzon; Vor Ort; PHP 420.000 - 700.000; Vollzeit

Zusammenfassung

IntouchCX is seeking a Team Lead (Supervisor) to guide Customer Service Representatives on the front lines. This role ensures high-quality customer interactions and maintains knowledge of partner brands, products, promotions, and processes.

You will drive training, performance evaluations, and career development plans to support professional growth and engagement.

Qualifikationen

• High school diploma or equivalent (required).
• Post-secondary education or degree in Business or related field will be considered.
• 1-2 years of experience in contact center or customer service, with at least 1 year in a Team Lead/Supervisory role.
• Experience handling escalated issues in a contact center capacity.
• Typing speed of 30 WPM with accuracy.
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
• Ability to use spreadsheets for operational reporting.
• Excellent time management, organization, and prioritization skills.
• Ability to work independently and in a team in a fast-paced environment.
• Willingness to work various shifts including days, evenings, and holidays.

Aufgaben

• Manage and supervise CSRs.
• Ensure proficient training and professional development.
• Meet KPIs and Service Level Agreements.
• Analyze reports to measure production and identify root causes.
• Develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Coordinate staffing changes with Operations Support or Workforce teams.
• Collaborate with HR and IT to resolve issues.
• Bring operational knowledge to partner meetings.
• Gain expert knowledge on partner products and promotions.
• Exemplify company cultural values and work ethic.

Kenntnisse

Team leadership

Communication

Time management

Typing speed 30 WPM

Ausbildung

High school diploma or equivalent

Post-secondary education in Business or related

Tools

Google Suite

Sheets

Docs

Slides

Drive

Jobbeschreibung

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer care, and we need your help! We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (Supervisor), You Will…

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.