Team Lead, Customer Service & Performance

HRTX

Cebu City

On-site

PHP 420,000 - 540,000

Full time

14 days+

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Job summary

HRTX in Cebu City, Philippines is seeking a dynamic Team Lead to drive performance and operational excellence within our customer service team. You will oversee daily team functions, coach members to meet KPIs, and ensure alignment with client goals and service quality standards.

The role requires strong communication, a proactive mindset, and the ability to motivate staff, manage schedules, and sustain high CSAT.

Qualifications

2+ years in a leadership role, preferably in retail or customer service campaigns.
Open to undergraduates with strong leadership potential and willingness to learn.
Strong communication skills, both verbal and written.
Analytical mindset to review performance metrics.
Proven ability to lead teams and drive continuous improvement.

Responsibilities

Serve as the primary contact for team inquiries and resolve issues promptly.
Set clear performance goals and deadlines; drive accountability.
Develop strategies to improve adherence to policies and targets.
Lead regular team meetings to share updates and align on expectations.
Prepare and present performance reports to management and stakeholders.
Ensure workplace branding and standards are maintained.
Provide real-time coaching during escalations and operational challenges.
Monitor KPIs including upselling, rewards, credit acceptance, and CSAT.
Evaluate call quality and coach for improvement.
Collaborate with cross-functional teams and participate in calibration sessions.
Support hiring and onboarding processes for new hires.