Team Lead

emapta global; Philippines; On-site; PHP 892,800 - 1,339,200; Full time

Benefits offered by this job

Day 1 HMO coverage

Competitive salary

Night differential pay

Prime Makati office location

Salary advance program

Emapta Academy upskilling

Gym access (24/7)

Lifestyle perks

Employee referral incentives

Government benefits

20 annual leaves

Mentorship and leadership exposure

Diverse and supportive environment

Job summary

Emapta Philippines is seeking a Team Lead to drive high-performing, client-focused teams delivering world-class customer experiences. The role emphasizes coaching, mentoring, and empowering Brand Ambassadors while maintaining strict quality and performance metrics.

You will coordinate weekly meetings, monitor SLAs and AHT, and partner with cross-functional teams to implement process improvements. This onsite role offers strong growth, mentorship, and a vibrant, diverse work environment.

Qualifications

• Experience leading and coaching teams to deliver exceptional service in fast-paced environments.
• Proven ability to guide performance, motivate colleagues, and foster collaboration.
• Strong analytical mindset with capacity to interpret data and drive improvements.
• Excellent communication skills, both verbal and written, with a client-focused approach.
• Understanding of quality assurance principles and process improvement.
• Experience troubleshooting system issues and contributing to major projects is preferred

Responsibilities

• Lead, coach, and engage a team of Brand Ambassadors by providing guidance, counseling, and performance support
• Facilitate weekly team meetings to communicate program updates and business information
• Provide regular updates on program initiatives, company announcements, and operational changes
• Set clear performance expectations and ensure team members meet or exceed established standards
• Monitor adherence to program procedures, attendance, AHT, SLAs, and other key performance metrics
• Respond to and resolve team member concerns in a timely manner
• Foster a culture of transparency, open communication, collaboration, and engagement
• Deliver exceptional support to team members, clients, and customers
• Develop, maintain, and enhance internal resources, documentation, and team tools
• Serve as backup support for Escalations Team and monitor SLA performance

Skills

Leadership experience

Coaching and mentoring

People management

Analytical skills

Verbal communication

Written communication

Customer service orientation

Quality assurance knowledge

Problem solving

Team performance monitoring

Organizational skills

Adaptability

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Lead High-Performing Teams That Deliver World-Class Customer Experiences

Exceptional customer experiences begin with empowered leaders who inspire performance, strengthen client partnerships, and drive continuous improvement. As a Team Lead, you will shape service excellence by coaching high-performing teams, improving operational results, and supporting global client success. This is a long-term career opportunity with Emapta, designed for top 1% talent seeking leadership growth, meaningful impact, and exposure to world-class outsourcing operations.

Snapshot

Employment Type: Full-time

Work Setup: Onsite, Makati

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Qualifications

• High school diploma or equivalent
• 3-5 years of direct service delivery experience
• Demonstrated leadership experience coaching, motivating, and guiding team performance, preferably in a contact center environment
• Proficiency in Microsoft Office applications and the ability to quickly learn new software
• Strong analytical skills with the ability to interpret data and identify trends
• Excellent verbal and written communication skills with the ability to convey information clearly and concisely
• Strong customer service orientation and commitment to delivering exceptional support
• Understanding of and ability to apply quality assurance principles
• Experience troubleshooting system issues and contributing to major projects is preferred
• Self-motivated, organized, and proactive in problem-solving and task management
• Strong problem-solving and critical-thinking skills
• Innovative mindset with a proven ability to recommend improvements and implement solutions
• Strong interpersonal skills with the ability to build relationships and collaborate effectively with diverse teams
• Excellent organizational skills with strong attention to detail
• Ability to adapt quickly to changing priorities and business environments
• Ability to work under pressure, meet deadlines, and manage multiple priorities effectively
• High level of professionalism and discretion when handling confidential information
• Commitment to fostering an inclusive, diverse, and positive team environment
• Flexibility to work evenings, weekends, and other hours as business needs require
• Successful completion of a background check in accordance with applicable laws and regulations

Responsibilities

Coaching (30%)

• Lead, coach, and engage a team of Brand Ambassadors by providing guidance, counseling, and performance support
• Facilitate weekly team meetings to communicate program updates and business information
• Provide regular updates on program initiatives, company announcements, and operational changes
• Set clear performance expectations and ensure team members meet or exceed established standards
• Monitor adherence to program procedures, attendance, AHT, SLAs, and other key performance metrics
• Respond to and resolve team member concerns in a timely manner
• Foster a culture of transparency, open communication, collaboration, and engagement
• Deliver exceptional support to team members, clients, and customers
• Develop, maintain, and enhance internal resources, documentation, and team tools

Quality (20%)

• Participate in the Quality Program by completing a minimum of two quality evaluations per Brand Ambassador each month
• Participate in calibration sessions to promote consistency and continuous improvement
• Conduct weekly live call or interaction monitoring with immediate coaching and feedback
• Facilitate refresher training sessions as needed to improve team performance

Expertise and Client Support (30%)

• Serve as the primary subject matter expert for the assigned program
• Partner with the Service Delivery Team and client as the voice of the client by recommending process improvements and program enhancements
• Attend program training sessions, both in person and virtually
• Participate in leadership development and coaching programs
• Contribute to team meetings by communicating key updates and operational information
• Develop, create, update, and deliver onboarding and refresher training materials
• Review customer satisfaction reports, coaching results, and operational metrics to identify improvement opportunities
• Review and update client policies and procedures to enhance customer satisfaction and operational effectiveness
• Create, revise, and maintain client documentation, including Help Center articles, internal support guides, and macros

Operations Administration (20%)

• Serve as backup support for the Escalations Team by handling customer and client headquarters escalations
• Monitor SLAs, key performance metrics, operational trends, and procedure compliance
• Monitor customer interactions during Manager-on-Duty (MOD) shifts to ensure service standards are met or exceeded
• Enforce company policies and procedures while addressing performance and disciplinary matters
• Prepare operational and performance reports for management
• Participate in candidate interviews as required
• Complete special projects and additional assignments as needed
• Establish and maintain work procedures that support company and client standards, policies, and strategic objectives
• Cover Workforce Management (WFM) monitoring shifts as needed to maintain staffing levels and SLA compliance

About the Client

VIPdesk Connect, Inc. is an award-winning U.S.-based customer experience outsourcing company that has been redefining premium customer service since 1997. A Certified B Corporation and Women's Business Enterprise, the company is trusted by globally recognized brands across retail, hospitality, travel, financial services, consumer products, and membership organizations. Renowned for its remote-first expertise, people-first culture, and customized service solutions, VIPdesk combines innovative technology with genuine human connection to build lasting brand loyalty and deliver exceptional customer experiences worldwide.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.