Team Lead – Customer Service (AI-Enabled Operations)

IntouchCX; Manila; On-site; PHP 450,000 - 650,000; Full time

Job summary

IntouchCX in Manila, Philippines is looking for a Team Lead (Supervisor) to guide frontline Customer Service Representatives toward exceptional service. You will champion partner brands, coach agents in real-time, and develop career paths through structured evaluations.

You will analyze performance data, manage schedules with the WFM team, and apply AI-powered tools to audit interactions and provide targeted feedback.

Qualifications

• 1–2 years in the contact center/customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Hands-on experience utilizing specialized BPO AI tools (e.g., AI-driven Auto-QA, speech/text analytics, real-time agent assist platforms, or AI workforce management tools).
• Proven experience managing customer escalations within a contact center environment.
• Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and spreadsheet applications for operational reporting and data analysis.
• Typing speed of at least 30 WPM with accuracy.

Responsibilities

• Lead and mentor front-line CSRs to drive engagement, growth, and retention.
• Manage operational performance to meet and exceed KPIs and SLAs.
• Analyze operational reports and AI-driven insights to measure productivity and resolve root causes of underperformance.
• Coordinate schedule adjustments and staffing with WFM and Operations Support teams.
• Motivate teams through coaching and real-time feedback.
• Leverage AI-powered tools to audit interactions, track sentiment, and deliver targeted micro-coaching.
• Design and execute incentive programs to drive target outcomes.
• Collaborate with HR, IT, and other departments to resolve issues.

Skills

Team lead experience

Customer service experience

Typing 30 WPM

Analytical thinking

Education

High school diploma or equivalent

Business-related coursework/degree is a plus

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Spreadsheet reporting

Job description

About the Role

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring exceptional quality with every customer interaction. In this role, you will learn and champion our partners’ brands, philosophies, products, promotions, and processes. You will also drive professional and personal development through real-time coaching, performance evaluations, and structured career pathing.

Key Responsibilities

Team Leadership & Operational Performance

• Manage, supervise, and mentor front-line CSRs to drive employee engagement, growth, and retention.
• Manage operational performance to consistently meet and exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Analyze operational reports, statistical data, and AI-generated performance insights to measure productivity and resolve root causes of underperformance.
• Coordinate schedule adjustments and staffing needs in collaboration with the Workforce Management (WFM) and Operations Support teams.

Coaching, Quality & AI-Driven Operations

• Motivate teams through relationship building, integrated coaching sessions, and real-time performance feedback.
• Leverage AI-powered operational tools to audit interactions, track sentiment trends, and deliver targeted micro-coaching.
• Design and execute incentive programs to motivate CSRs toward target outcomes.

Strategy & Partner Engagement

• Apply critical thinking to develop data-backed solutions that improve business performance and partner success.
• Bring in-depth operational knowledge and a thoughtful perspective to partner meetings.
• Gain expert-level knowledge on all partner products, promotions, and workflows.
• Collaborate seamlessly with cross-functional departments (HR, IT, WFM) to resolve operational issues.
• Exemplify our core cultural values and act as a positive role model across the floor.

Required Qualifications & Skills

Work Experience & Technical Requirements

• 1–2 years of experience in the contact center/customer service industry, with at least 1 year in a Team Lead/Supervisory role.
• Hands-on experience utilizing specialized BPO AI tools (e.g., AI-driven Auto-QA, speech/text analytics, real-time agent assist platforms, or AI workforce management tools).
• Proven experience managing customer escalations within a contact center environment.
• Proficiency with Google Suite (Sheets, Slides, Docs, Drive) and spreadsheet applications for operational reporting and data analysis.
• Typing speed of at least 30 WPM with accuracy.

Education & Soft Skills

• High school diploma or equivalent (required); post-secondary coursework or degree in Business or a related field is a plus (a combination of relevant work experience and education will be considered).
• Exceptional time management, organizational, and prioritization skills in a fast-paced environment.
• Strong problem-solving, critical-thinking, and team-building capabilities.
• Flexibility to work a variety of shifts, including days, evenings, weekends, and holidays.