Senior Contact Centre Team Lead | Coaching & Growth

Outsourcey; Taguig; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Outsourcey is seeking an experienced Contact Centre Leader to drive performance and people development in its Philippines-based operations. You will lead and coach teams, manage KPIs, and ensure world-class customer service while aligning with sales objectives and appointment scheduling.

In this role you will oversee day-to-day operations, implement training, monitor quality, and foster a positive, high-performance culture across remote and on-site staff.

Qualifications

• Minimum 5 years in a contact centre environment.
• Minimum 2 years leading or supervising a contact centre team.
• Proven coaching and mentoring to improve team performance.
• Strong English written and verbal communication.
• Experience managing sales and customer service KPIs.
• Experience scheduling appointments.
• Ability to onboard staff and drive team growth.
• Excellent organisational and stakeholder management skills.
• Experience with CRM and contact centre systems.
• Ability to cultivate a high-performance culture.

Responsibilities

• Lead, mentor, and develop contact centre teams.
• Provide ongoing coaching, call calibration, and feedback.
• Conduct regular one-on-one meetings and performance reviews.
• Model best practice customer interactions and sales behaviours.
• Identify training needs and create development plans.
• Foster a positive, accountable, high-performing team culture.
• Oversee day-to-day outsourced contact centre operations.
• Handle inbound and outbound inquiries; manage appointments.
• Monitor service levels and scheduling efficiency.
• Support workforce planning and new initiatives.

Skills

Leadership

Coaching

Contact centre management

English communication

KPIs management

Scheduling appointments

Change management

Stakeholder management

CRM systems

Customer-focused culture

Tools

CRM software

Job description

Outsourcey is seeking an experienced Contact Centre Leader to drive performance and people development in its Philippines-based operations. You will lead and coach teams, manage KPIs, and ensure world-class customer service while aligning with sales objectives and appointment scheduling.

In this role you will oversee day-to-day operations, implement training, monitor quality, and foster a positive, high-performance culture across remote and on-site staff.