Team Lead, Customer Experience & Performance

Straive; Parañaque; On-site; PHP 446,000 - 625,000; Full time

Job summary

Straive is seeking a proactive Team Leader to drive operational excellence within our customer service operations in the Philippines. You will mentor agents, monitor performance metrics, and steer daily workflows to ensure top-tier service and SLA adherence.

The role emphasizes hands-on leadership, data-driven decision making, and a strong communication ability to influence across teams. Join a dynamic environment in Parañaque with opportunities for growth.

Qualifications

• Educational background: Completed Bachelor's degree in any course.
• Leadership Experience: 1 year in a Team Leader or Supervisory role within a fast-paced environment.
• Domain Expertise: At least 6 months of direct hands-on experience handling voice-account customer service workflows.
• Communication Mastery: Exceptional written and verbal articulation at all organizational levels.
• Data Literacy: Proficient in MS Office with data-driven decision mindset.

Responsibilities

• Drive Operational Excellence by guiding your team to exceed customer expectations and meet SLAs.
• Cultivate and coach talent by mentoring and creating development pathways for agents to perform at a high level.
• Optimize daily workflows by overseeing real-time queues and interactions to protect service integrity and ensure policy alignment.

Skills

Team Leadership

Coaching

Process Optimization

Data Analysis

MS Office

Education

Bachelor's degree

Tools

MS Excel

MS Word

Job description

Straive is seeking a proactive Team Leader to drive operational excellence within our customer service operations in the Philippines. You will mentor agents, monitor performance metrics, and steer daily workflows to ensure top-tier service and SLA adherence.

The role emphasizes hands-on leadership, data-driven decision making, and a strong communication ability to influence across teams. Join a dynamic environment in Parañaque with opportunities for growth.