Team Lead, Customer Experience & Coaching (Ticketing)

Acquire Intelligence

Metro Manila

On-site

PHP 480,000 - 720,000

Full time

7 days ago

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Job summary

Acquire Intelligence in the Philippines is seeking a results-driven Team Leader to guide a busy Customer Contact Officers team, ensuring exceptional service across channels and adherence to performance targets. You will coach, monitor metrics, handle escalations, and drive improvements while onboarding new members and reporting to management in a fast-paced contact centre environment.

This role requires strong communication, people management, and hands-on use of CRM and workforce systems to

Qualifications

Experience leading a customer service team.
Experience with contact centre operations.
Strong communication and coaching skills.

Responsibilities

Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets.
Monitor team metrics (quality, productivity, attendance) and address performance gaps.
Handle escalated customer issues and complex enquiries beyond agent level.
Conduct coaching sessions, huddles, and performance reviews.
Support onboarding and training of new team members.
Maintain accurate reporting and communicate performance updates to management.
Ensure team adherence to company policies, service standards, and compliance requirements.
Identify process improvements and support their implementation within the team.
Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions.
Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction.