Senior Team Lead

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

Senior Team Lead (Req #4400)

Cebu City, 6000 Cebu, Philippines.

Posted Thursday, September 3, 2026 at 6:00 p.m.

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 searching for a Senior Team Lead to provide leadership to Customer Service Representatives and collaborate with Team Leaders on things like performance. training, development and employee recognition. This role is responsible for directing and managing operational activities and contributing to the campus’s overall strategic direction.

As Senior Team Lead, You Will…

• Provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered
• Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs
• Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations
• Learn and maintain extensive knowledge ofclient philosophy and service processes to ensure quality customer service
• Interview, select, train and facilitate onboarding for new team members
• Perform data analysis and manage performance
• Authorize and coordinate changes in staffing schedules
• Support business development initiatives

As Senior Team Lead, You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (asset)
• A background in client relationship management (asset)
• 2-3 years of experience in the contact center industry, with at least 2 years in a Team Lead/Supervisory role
• Customer service experience in a high call volume contact center environment (preferred)
• Experience maintaining and developing operational statistics, financial management information and results reporting
• Excellent verbal and written communication skills
• Strong leadership, analytical, problem solving and decision making skills
• The ability to work in and adapt to a fast-paced, dynamic, always changing environment
• The ability to organize and follow-up on multiple tasks with accuracy and timeliness
• The capability to perform intermediate mathematical functions
• The ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• The ability to influence and motivate employees to attain program goals
• The ability to work a variety of shifts including days, afternoons, evenings and holidays

Pay Type

Salary

Education LevelSome College