Tax CX Leader & Team Performance Coach

MCI; Taguig; Hybride; PHP 614 000 - 1 004 000; Plein temps

Résumé du poste

MCI is seeking a Tax Customer Service Team Lead in the Philippines to manage a group of 15-25 frontline agents. You will coach, mentor, and optimize call-center processes while ensuring accuracy in tax guidance and service delivery.

You will set performance goals, monitor KPIs, and collaborate with QA, training, IT, and recruiting to drive continuous improvement. Prior tax accounting or managerial experience is required.

Qualifications

• 3+ years total call center experience or 1+ year in call center management
• Associates degree or equivalent mix of education and experience
• Exceptional interpersonal and communication skills
• Strong supervisory experience including staff development
• Advanced knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Demonstrated ability to drive sales through others
• Familiarity with KPIs and SLAs in call center environments
• Conflict resolution skills and time management abilities
• Ability to work in a fast-paced environment
• Clear, concise written and verbal communication skills
• Willing to learn new products and systems

Responsabilités

• Lead a team of 15-25 frontline agents handling inbound calls
• Coach and develop reports on customer service processes and best practices
• Manage metrics, policies, and procedures to improve productivity
• Drive accountability and continuous improvement culture
• Direct workforce management activities and set performance goals
• Develop strategies to ensure high customer satisfaction across service interactions
• Motivate and develop the team to maximize opportunities
• Oversee payroll review and accurate entries
• Drive revenue and profit growth from call center activities
• Monitor performance and take action on positive/negative results
• Communicate process changes effectively to the team
• Collaborate with QA, training, IT, and recruiting
• Develop and audit QA strategies for world-class service
• Determine work procedures and schedules; expedite workflow
• Hire, coach, and manage call center staff
• Be SME on client business; manage remote employees as needed
• Perform other duties as assigned

Connaissances

Team leadership

Call center management

Coaching

KPIs & SLAs

MS Office Proficiency

Formation

Associates degree or equivalent

Outils

Call center tools

Description du poste

MCI is seeking a Tax Customer Service Team Lead in the Philippines to manage a group of 15-25 frontline agents. You will coach, mentor, and optimize call-center processes while ensuring accuracy in tax guidance and service delivery.

You will set performance goals, monitor KPIs, and collaborate with QA, training, IT, and recruiting to drive continuous improvement. Prior tax accounting or managerial experience is required.