Team Lead (Supervisor)

IntouchCX; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

A customer experience management leader is seeking a Team Lead in Cebu City. This role involves supervising customer service representatives, ensuring quality service, and promoting professional development. Ideal candidates will have experience in a similar role, possess strong leadership skills, and be adept at managing operational performance. Join a dynamic team focused on delivering exceptional customer experiences.

Qualifications

• 1-2 years of experience in the contact center and/or customer service industry.
• At least 1 year in a Team Lead/Supervisory role.
• Ability to manage escalated issues.

Responsibilities

• Manage and supervise Customer Service Representatives.
• Ensure proficient training and employee engagement.
• Analyze reports to measure performance.

Skills

Team leadership

Customer service

Problem-solving

Time management

Organizational skills

Education

High school diploma

Post-secondary degree in Business

Tools

Google Suite

Job description

Overview

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About The Job

We’re changing the way people think about customer care, and we need your help! We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

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
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

Qualifications

• 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 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