Team Lead – Retail Account

The HIRD Corp.; Philippines; On-site; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Competitive basic salary + Monthly

HMO coverage

Night differential

Performance incentives

Paid training

13th Month Pay

Government-mandated benefits

Career growth and development

Job summary

The HIRD Corp. is seeking a capable Team Lead for its Philippines operations. You will lead a customer service team, monitor performance against KPIs, and provide ongoing coaching and feedback to improve results.

You will handle escalations, develop improvement plans, ensure policy compliance, and communicate updates with stakeholders. A Bachelor's degree and 2–4 years in contact centers with leadership exposure are required.

Qualifications

• Bachelor's degree required.
• 2–4 years of contact center experience.
• At least 1 year of supervisory or Team Lead experience.
• Excellent verbal and written communication skills.
• Strong leadership, coaching and mentoring abilities.
• Experience in customer service, complaint handling, and escalation management.
• Strong analytical, problem-solving, and decision-making skills.
• Proficient in Microsoft Office and online tools.
• Ability to meet KPIs and drive action plans.
• Strong interpersonal and stakeholder management skills.
• Adaptable and able to work in a fast-paced environment.

Responsibilities

• Lead and manage a team of customer service representatives.
• Monitor and drive team performance against established KPIs.
• Provide regular coaching, mentoring, and performance feedback.
• Handle customer escalations and complex concerns.
• Develop and implement action plans to improve team performance.
• Ensure compliance with company policies, procedures, and quality standards.
• Communicate effectively with stakeholders regarding team performance and operational concerns.
• Motivate team members and maintain a positive, collaborative work environment.

Skills

Contact center experience

Supervisory leadership

Verbal & written communication

Coaching & mentoring

Customer service & escalation

Analytical problem solving

MS Office & online tools

KPI attainment & action plans

Interpersonal & stakeholder mgmt

Adaptability & speed

Education

Bachelor's Degree

Job description

Qualifications

• Bachelor's Degree

• 2–4 years of overall contact center experience

• At least 1 year of supervisory or Team Lead experience

• Excellent verbal and written communication skills

• Strong leadership, coaching, and mentoring abilities

• Experience in customer service, complaint handling, and escalation management

• Strong analytical, problem-solving, and decision-making skills

• Proficient in Microsoft Office and online tools

• Ability to meet KPIs and drive action plans

• Strong interpersonal and stakeholder management skills

• Adaptable and able to work in a fast-paced environment

Key Responsibilities

• Lead and manage a team of customer service representatives.

• Monitor and drive team performance against established KPIs.

• Provide regular coaching, mentoring, and performance feedback.

• Handle customer escalations and complex concerns.

• Develop and implement action plans to improve team performance.

• Ensure compliance with company policies, procedures, and quality standards.

• Communicate effectively with stakeholders regarding team performance and operational concerns.

• Motivate team members and maintain a positive, collaborative work environment.

Perks and Benefits

• Competitive basic salary + Monthly Allowance

• HMO coverage

• Night differential

• Performance incentives

• Paid training

• 13th Month Pay

• Government-mandated benefits

• Career growth and development opportunities