Team Lead: Elevate Customer Experience & Growth

emapta global; Philippines; On-site; PHP 892,800 - 1,339,200; Full time

Benefits offered by this job

Day 1 HMO coverage

Competitive salary

Night differential pay

Prime Makati office location

Salary advance program

Emapta Academy upskilling

Gym access (24/7)

Lifestyle perks

Employee referral incentives

Government benefits

20 annual leaves

Mentorship and leadership exposure

Diverse and supportive environment

Job summary

Emapta Philippines is seeking a Team Lead to drive high-performing, client-focused teams delivering world-class customer experiences. The role emphasizes coaching, mentoring, and empowering Brand Ambassadors while maintaining strict quality and performance metrics.

You will coordinate weekly meetings, monitor SLAs and AHT, and partner with cross-functional teams to implement process improvements. This onsite role offers strong growth, mentorship, and a vibrant, diverse work environment.

Qualifications

• Experience leading and coaching teams to deliver exceptional service in fast-paced environments.
• Proven ability to guide performance, motivate colleagues, and foster collaboration.
• Strong analytical mindset with capacity to interpret data and drive improvements.
• Excellent communication skills, both verbal and written, with a client-focused approach.
• Understanding of quality assurance principles and process improvement.
• Experience troubleshooting system issues and contributing to major projects is preferred

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, AHT, SLAs, and other key performance metrics
• Respond to and resolve team member concerns in a timely manner
• 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
• Serve as backup support for Escalations Team and monitor SLA performance

Skills

Leadership experience

Coaching and mentoring

People management

Analytical skills

Verbal communication

Written communication

Customer service orientation

Quality assurance knowledge

Problem solving

Team performance monitoring

Organizational skills

Adaptability

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Emapta Philippines is seeking a Team Lead to drive high-performing, client-focused teams delivering world-class customer experiences. The role emphasizes coaching, mentoring, and empowering Brand Ambassadors while maintaining strict quality and performance metrics.

You will coordinate weekly meetings, monitor SLAs and AHT, and partner with cross-functional teams to implement process improvements. This onsite role offers strong growth, mentorship, and a vibrant, diverse work environment.