Senior Team Lead (Manila site)

IntouchCX; Manila; On-site; PHP 502,000 - 725,000; Full time

Job summary

IntouchCX is seeking a Team Lead to direct Front-Line CSRs, ensuring quality service on every customer interaction. You will learn partner brands, products and processes while guiding performance reviews and career development.

The role requires 1–2 years in contact center work with at least 1 year in supervision, strong English (C1), and the ability to manage schedules onsite at the Cubao site.

Qualifications

• 1–2 years in contact center or customer service with at least 1 year in a team lead or supervisory role.
• R3 level expertise handling complex escalations and supervisory calls.
• Advanced communication skills (C1 level).
• Ability to use spreadsheet applications for operational reporting.
• Strong time management and organizational skills.
• Ability to work independently and in a team in a fast-paced environment.
• Availability to work days, evenings, and holidays.
• Typing 30 WPM with accuracy.

Responsibilities

• Manage and supervise Customer Service Representatives (CSRs).
• Ensure proficient training, development and employee engagement.
• Oversee performance to meet KPIs and SLAs.
• Analyze reports to measure production and identify root causes.
• Develop solutions to improve business performance.
• Motivate teams through coaching and relationship building.
• Coordinate staffing changes with Workforce/Operations teams.
• Collaborate with HR and IT to resolve issues.
• Participate in partner meetings with a thoughtful operational view.

Education

High school diploma

Post-secondary education or degree

Tools

Spreadsheet software

Job description

About the role

We're changing the way people think about customer care, and we need your help! We're looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

Key responsibilities

• Manage and supervise CSRs

• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

• Use critical thinking to develop solutions to improve business performance and partner success

• Motivate teams through relationship building and real-time coaching

• Develop incentive programs to motivate CSRs to achieve desired outcomes

• Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team

• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues

• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

About you

• High school diploma or equivalent (required)

• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

• R3 level expertise, specifically managing representatives who handle complex escalations and supervisory level calls

• Advanced communication skills (C1 level proficiency required)

• The ability to use spreadsheet applications to maintain and develop operational reporting

• Exceptional time management, organizational and prioritization skills to complete work in a timely manner

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

• The ability to work a variety of shifts, including days, evenings and holidays

• The ability to type 30 WPM with accuracy

• Preferably, we are looking for a candidate who can start as soon as possible and work onsite at the Cubao site.