Senior Contact Centre Team Leader – Coaching & Growth

Outsourcey Global, Inc.; Taguig; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

HR function shaping

Career growth

Industry leaders team

Job summary

Outsourcey Global, Inc. in Metro Manila seeks a seasoned Contact Centre Team Leader to drive exceptional service and strong performance. You will coach and develop the outsourced team, maintain high standards for customer interactions, and ensure appointment bookings and sales KPIs are met.

The role combines hands-on leadership with frontline coverage during peak periods. You will manage scheduling, monitoring of KPIs, and CRM usage while fostering a positive, high-performance culture and

Qualifications

• Minimum 5 years in a contact centre environment.
• Minimum 2 years leading, coaching, or supervising a contact centre or customer service team.
• Demonstrated success developing people and improving team performance through coaching and mentoring.
• Strong English communication and interpersonal skills, both written and verbal.
• Experience managing sales and customer service KPIs within a contact centre environment.
• Experience in scheduling appointments.
• Proven ability to lead change, onboard new staff, and support team growth.
• Strong organisational, problem-solving, and stakeholder management skills.
• Experience using CRM and contact centre systems.
• Ability to build a positive, customer-focused, and high-performance culture.

Responsibilities

• Lead and develop both contact centre teams.
• Deliver ongoing coaching, call calibration, and performance feedback.
• Conduct regular one-on-one meetings and performance reviews.
• Lead by example with best-practice customer interactions and sales behaviours.
• Identify training needs and implement development plans to improve capability.
• Foster a positive, accountable, and high-performing team culture.
• Train and onboard new Contact Centre Operators.
• Develop team capability across customer service, sales, and processes.
• Ensure adherence to company standards, scripts, and best practices.
• Oversee day-to-day operation, including inbound sales, outbound leads, appointment bookings, and diary management.
• Monitor web lead allocation and consultant diaries to maximise availability.
• Monitor queues, productivity, and service levels; assist with new workstreams.

Skills

Lead & coach

Staff development

English comms

KPI management

CRM usage

Scheduling

Tools

CRM systems

Contact centre software

Job description

Outsourcey Global, Inc. in Metro Manila seeks a seasoned Contact Centre Team Leader to drive exceptional service and strong performance. You will coach and develop the outsourced team, maintain high standards for customer interactions, and ensure appointment bookings and sales KPIs are met.

The role combines hands-on leadership with frontline coverage during peak periods. You will manage scheduling, monitoring of KPIs, and CRM usage while fostering a positive, high-performance culture and