Senior Customer Service Team Lead — Call Center

MCI; Taguig; On-site; PHP 500,000 - 800,000; Full time

Job summary

MCI is seeking an experienced Customer Service Supervisor in the Philippines to lead a team of 15–25 frontline agents in an on-site setting. The role focuses on coaching, performance management, and ensuring high-quality customer service while meeting client KPIs and sales goals.

The ideal candidate has 8+ years in call centers or 1+ year in management, with strong leadership, communication, and Microsoft Office skills.

Qualifications

• Minimum of 8-years of total call center experience or 1-year of call center management experience
• Associates degree or equivalent combination of education and relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Demonstrated ability to drive sales through the actions of others
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs
• Possess practical conflict resolution skills (both customer and agent conflict)
• Proven leader with advanced time management, planning, organizational and multitasking skills
• Ability and eagerness to learn new products and system
• Ability to work in a professional, fast-paced environment
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
• Clear, concise and practical communication skills (both oral and written)
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
• An ability to hold team members accountable for job performance including adherence, KPIs, and process
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for weekly payroll review and submission to ensure correct entries

Skills

Leadership

Coaching

Communication

Team management

Microsoft Office

Time management

Organizational skills

Problem solving

Call center

Education

Associates degree

Tools

Call center software

Job description

MCI is seeking an experienced Customer Service Supervisor in the Philippines to lead a team of 15–25 frontline agents in an on-site setting. The role focuses on coaching, performance management, and ensuring high-quality customer service while meeting client KPIs and sales goals.

The ideal candidate has 8+ years in call centers or 1+ year in management, with strong leadership, communication, and Microsoft Office skills.