Team Lead, Customer Experience & Coaching (Night Shift)

Emapta; Philippines; On-site; PHP 781,000 - 1,004,000; Full time

Benefits offered by this job

HMO coverage

Night differential

Fixed weekends off

Office in Makati

Job summary

Emapta Philippines is hiring a Team Lead to strengthen service delivery by coaching Brand Ambassadors, protecting quality, and improving operations at our Makati office.

You will lead weekly meetings, monitor performance metrics, and support client needs in a fast-paced outsourcing environment. The role offers night shift with weekends off and a clear path for career growth within a global company.

Qualifications

• High school diploma or equivalent.
• 3-5 years of direct service delivery experience.
• Demonstrated leadership experience in motivating, coaching, and guiding team performance, preferably within the contact center industry.
• Proficiency in Microsoft Office applications and the ability to learn new software quickly.
• Strong analytical, problem-solving, and critical-thinking skills, with the ability to interpret data, identify trends, and implement improvements.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong customer service orientation and commitment to providing exceptional support.
• Ability to understand and apply quality assurance principles.
• Experience troubleshooting system issues and contributing to major projects is preferred.
• Self-motivated, organized, and proactive approach to problem-solving and task management.
• Strong interpersonal skills, with the ability to build rapport and collaborate effectively with diverse teams.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing priorities, perform under pressure, meet deadlines, and manage multiple responsibilities effectively.

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 requirements, average handle time, service-level agreements, and other key performance metrics.
• Address and resolve team member concerns promptly.
• 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.

Skills

Leadership

Coaching

Communication

MS Office

Analytics

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Emapta Philippines is hiring a Team Lead to strengthen service delivery by coaching Brand Ambassadors, protecting quality, and improving operations at our Makati office.

You will lead weekly meetings, monitor performance metrics, and support client needs in a fast-paced outsourcing environment. The role offers night shift with weekends off and a clear path for career growth within a global company.