Senior Customer Service Team Lead — Coaching & Growth

IntouchCX; Cebu City; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

IntouchCX in Cebu City is seeking a Senior Team Lead to supervise Customer Service Representatives and collaborate with Team Leaders on performance, training, and recognition. You will direct and manage operational activities and contribute to the campus’s strategic direction.

You will lead onboarding, coaching, and data-driven performance improvements while coordinating staffing and supporting business development initiatives.

Qualifications

• High school diploma or equivalent is required.
• Some post-secondary education or a degree with a business major is an asset.
• 2–3 years in the contact center industry with at least 2 years in a Team Lead/Supervisory role.
• Excellent verbal and written communication skills.
• Strong leadership, analysis, problem-solving and decision-making abilities.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Supervise CSRs and Team Leads, ensuring training and strong customer service.
• Promote development via evaluations, training needs, coaching, and career opportunities.
• Negotiate and mediate with customers or CSRs to resolve issues and meet expectations.
• Maintain knowledge of client philosophy and service processes for quality service.
• Interview, select, train, and onboard new team members.
• Perform data analysis and manage performance.

Skills

Leadership

Communication skills

Analytical skills

Coaching

Education

High school diploma or equivalent

Some college / business studies

Job description

IntouchCX in Cebu City is seeking a Senior Team Lead to supervise Customer Service Representatives and collaborate with Team Leaders on performance, training, and recognition. You will direct and manage operational activities and contribute to the campus’s strategic direction.

You will lead onboarding, coaching, and data-driven performance improvements while coordinating staffing and supporting business development initiatives.