Team Lead - R3 Escalations & CSR Performance

IntouchCX; Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

IntouchCX is seeking a Team Lead to direct front-line Customer Service Representatives, ensuring quality across every interaction and promoting development through performance coaching and training. The role emphasizes knowledge of partner brands, products, processes, and ongoing career pathing.

The candidate should have 1–2 years in contact center, with supervisory experience, and strong communication. Onsite cubao site preferred; shift flexibility required.

Qualifications

• High school diploma or equivalent.
• Post-secondary education in Business or related field or equivalent experience.
• 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.
• R3 level expertise, specifically managing representatives who handle complex escalations and supervisory level calls.
• Advanced communication skills (C1 level proficiency required).
• 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.
• The ability to type 30 WPM with accuracy.
• Preferably, we are looking for a candidate who can start as soon as possible and work onsite at the Cubao site.

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
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

Skills

Team leadership

Customer service

Advanced communication

Spreadsheet proficiency

Time management

Adaptability

Education

High school diploma

Post-secondary education in Business

Tools

Spreadsheet software

Job description

IntouchCX is seeking a Team Lead to direct front-line Customer Service Representatives, ensuring quality across every interaction and promoting development through performance coaching and training. The role emphasizes knowledge of partner brands, products, processes, and ongoing career pathing.

The candidate should have 1–2 years in contact center, with supervisory experience, and strong communication. Onsite cubao site preferred; shift flexibility required.