Team Lead (Outbound Sales)

IntouchCX; Manila; On-site; PHP 502,000 - 837,000; Full time

Job summary

IntouchCX is seeking a Team Lead (Supervisor) in Manila to provide front-line direction to Customer Service Representatives, ensuring quality service with every customer interaction. The role includes learning partner brands and processes, and promoting professional growth through training and career-pathing plans.

You will supervise CSRs, manage schedules, monitor KPIs/SLAs, analyze data to identify root causes, and collaborate with HR/IT to resolve issues while driving engagement and

Qualifications

• High school diploma or equivalent (required).
• Post-secondary education in Business or related field preferred.
• 1–2 years in contact center/customer service with at least 1 year in a Team Lead role.
• Experience handling B2B/B2C Sales accounts.
• Experience dealing with escalated issues in a contact center.
• Typing speed of 30 WPM with accuracy.
• Basic knowledge of Google Suite is an asset.
• Ability to use spreadsheets for operational reporting.
• Excellent time management, organizational and prioritization skills.
• Able to work independently and in a team in a fast-paced environment.
• Willingness to work varied shifts, including evenings and holidays.

Responsibilities

• Manage and supervise CSRs
• Ensure proficient training and employee engagement
• Manage operational performance to meet KPIs and SLAs
• Analyze reports to measure production levels and identify root causes
• Use critical thinking to develop solutions to improve performance
• Motivate teams through coaching and relationship building
• Develop incentive programs to motivate CSRs
• Coordinate staffing changes with Operations Support/Workforce
• Collaborate with HR, IT to resolve issues
• Gain expert knowledge on partner products and promotions

Skills

Team leadership

Customer service

B2B/B2C sales

Escalation handling

Typing 30 WPM

Time management

Coaching

Education

High school diploma or equivalent

Post-secondary education in Business

Tools

Google Suite

Job description

About the role

Team Lead (Supervisor) to provide front-line direction to Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of partners' brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

Key responsibilities

• Manage and supervise CSRs

• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees

• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements

• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas

• Use critical thinking to develop solutions to improve business performance and partner success

• Motivate teams through relationship building and real-time coaching

• Develop incentive programs to motivate CSRs to achieve desired outcomes

• Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team

• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues

• Gain expert level knowledge on all partner products and promotions

About you

• High school diploma or equivalent (required)

• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)

• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

• Experience handling a B2B/B2C Sales account is required.

• Experience dealing with escalated issues in a contact center capacity

• The ability to type 30 WPM with accuracy

• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset

• The ability to use spreadsheet applications to maintain and develop operational reporting

• Exceptional time management, organizational and prioritization skills to complete work in a timely manner

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

• The ability to work a variety of shifts, including days, evenings and holidays