Team Lead | Onsite | Makati | Night Shift | Weekends Off | Up to PHP90K

Emapta; Philippines; On-site; PHP 781,000 - 1,004,000; Full time

Benefits offered by this job

HMO coverage

Night differential

Fixed weekends off

Office in Makati

Job summary

Emapta Philippines is hiring a Team Lead to strengthen service delivery by coaching Brand Ambassadors, protecting quality, and improving operations at our Makati office.

You will lead weekly meetings, monitor performance metrics, and support client needs in a fast-paced outsourcing environment. The role offers night shift with weekends off and a clear path for career growth within a global company.

Qualifications

• High school diploma or equivalent.
• 3-5 years of direct service delivery experience.
• Demonstrated leadership experience in motivating, coaching, and guiding team performance, preferably within the contact center industry.
• Proficiency in Microsoft Office applications and the ability to learn new software quickly.
• Strong analytical, problem-solving, and critical-thinking skills, with the ability to interpret data, identify trends, and implement improvements.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong customer service orientation and commitment to providing exceptional support.
• Ability to understand and apply quality assurance principles.
• Experience troubleshooting system issues and contributing to major projects is preferred.
• Self-motivated, organized, and proactive approach to problem-solving and task management.
• Strong interpersonal skills, with the ability to build rapport and collaborate effectively with diverse teams.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing priorities, perform under pressure, meet deadlines, and manage multiple responsibilities effectively.

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 requirements, average handle time, service-level agreements, and other key performance metrics.
• Address and resolve team member concerns promptly.
• 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.

Skills

Leadership

Coaching

Communication

MS Office

Analytics

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Transform Customer Experience Through Purpose-Driven Outsourcing Leadership

Exceptional customer experiences begin with leaders who turn standards into everyday performance. The Team Lead strengthens service delivery for a purpose-driven global outsourcing provider by coaching Brand Ambassadors, protecting quality, and improving operations. Gain stability, global exposure, balanced weekends, and meaningful progression through a long-term Emapta career designed to give top 1% talent a top 1% employee experience and growth.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Makati
• Shift: Night Shift, Weekends Off
• Salary: PHP 70,000-PHP 90,000

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Fixed weekends off
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

• High school diploma or equivalent
• 3-5 years of direct service delivery experience
• Demonstrated leadership experience in motivating, coaching, and guiding team performance, preferably within the contact center industry
• Proficiency in Microsoft Office applications and the ability to learn new software quickly
• Strong analytical, problem-solving, and critical-thinking skills, with the ability to interpret data, identify trends, and implement improvements
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely
• Strong customer service orientation and commitment to providing exceptional support
• Ability to understand and apply quality assurance principles
• Experience troubleshooting system issues and contributing to major projects is preferred
• Self-motivated, organized, and proactive approach to problem-solving and task management
• Strong interpersonal skills, with the ability to build rapport and collaborate effectively with diverse teams
• Excellent organizational skills and attention to detail
• Ability to adapt to changing priorities, perform under pressure, meet deadlines, and manage multiple responsibilities effectively
• High level of professionalism and discretion when handling confidential information
• Commitment to fostering an inclusive, diverse, and positive team environment
• Flexibility to work evenings, weekends, and other hours as required by the program
• Ability to complete a background check successfully in accordance with applicable laws and regulations

Responsibilities

Coaching - 30%

• 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 requirements, average handle time, service-level agreements, and other key performance metrics
• Address and resolve team member concerns promptly
• 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

Quality - 20%

• Participate in the Quality Program by completing at least two quality evaluations for each Brand Ambassador every month
• Participate in calibration sessions to promote consistency and continuous improvement
• Conduct weekly live call or interaction monitoring and provide immediate coaching and feedback
• Facilitate refresher training sessions as needed to improve team performance

Expertise and Client Support - 30%

• Serve as the primary subject matter expert for the assigned program
• Partner with the Service Delivery Team and the client to represent client needs and recommend process improvements and program enhancements
• Attend program training sessions both in person and virtually
• Participate in leadership development and coaching programs
• Contribute to team meetings by communicating key updates and operational information
• Develop, create, update, and deliver onboarding and refresher training materials
• Review customer satisfaction reports, coaching results, and operational metrics to identify improvement opportunities
• Review and update client policies and procedures to enhance customer satisfaction and operational effectiveness
• Create, revise, and maintain client documentation, including Help Center articles, internal support guides, and macros

Operations Administration - 20%

• Provide backup support to the Escalations Team by handling customer and client headquarters escalations
• Monitor service-level agreements, key performance metrics, operational trends, and procedural compliance
• Monitor customer interactions during Manager-on-Duty shifts to ensure service standards are met or exceeded
• Enforce company policies and procedures while addressing performance and disciplinary matters
• Prepare operational and performance reports for management
• Participate in candidate interviews as required
• Complete special projects and additional assignments as needed
• Establish and maintain work procedures that support company and client standards, policies, and strategic objectives
• Cover Workforce Management monitoring shifts as needed to maintain staffing levels and service-level compliance

About the Client

VIPdesk Connect has shaped exceptional customer experiences since 1997, evolving from a luxury concierge pioneer into a trusted global outsourcing partner. Today, it strengthens brand loyalty across retail, hospitality, travel, consumer products, membership, and financial services through tailored solutions that unite advanced technology with genuine human connection. As a certified B Corporation and Women's Business Enterprise, the company is recognized for ethical leadership, innovation, service excellence, and empowering women worldwide while delivering measurable value for clients and communities alike globally.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.