Sales Team Lead

IntouchCX; San Fernando; On-site; PHP 360,000 - 600,000; Full time

Job summary

IntouchCX is seeking a Team Lead (Supervisor) to provide frontline direction to Customer Service Representatives, ensuring quality service across every interaction. This role requires knowledge of our partners’ brands, products and processes and supports professional development through performance evaluations and training.

The Team Lead will supervise CSRs, drive KPI attainment, and collaborate with HR, IT and other teams to resolve issues while promoting a positive work environment and

Qualifications

• High school diploma or equivalent is required.
• 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 handling escalated issues in a contact center capacity.
• Ability to type 30 WPM with accuracy.
• Basic knowledge of Google Suite is an asset.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, professional development and employee engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports to measure production and identify root causes.
• Provide real-time coaching to motivate teams.
• Coordinate staffing schedules with Operations Support/Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Gain expert knowledge on all partner products and promotions.

Skills

Leadership

Coaching

Communication

Time management

Teamwork

Problem solving

Education

High school diploma or equivalent

Post-secondary education

Business major (advantage)

Tools

Google Suite

Sheets

Docs

Slides

Drive

Job description

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.