Team Lead (Supervisor)

IntouchCX; Pampanga; On-site; PHP 446,000 - 725,000; Full time

Job summary

IntouchCX in Clark Freeport, Pampanga, Philippines is seeking a Team Lead (Supervisor) to direct Customer Service Representatives, ensuring quality service with every interaction and promoting professional growth through evaluations and training.

You will learn partner brands, products and processes, manage performance to meet KPIs and SLAs, coach teams, and coordinate staffing with support teams to sustain engagement and outcomes.

Qualifications

• 1-2 years of experience in the contact center or customer service industry, with at least 1 year in a Team Lead or Supervisory role.
• Typing speed of 30 WPM with accuracy.
• Proficient in Google Suite and spreadsheet reporting.
• Ability to work across shifts, including holidays.
• Strong time management and organizational skills.

Responsibilities

• Manage and supervise CSRs to ensure quality service.
• Provide training and career development through evaluations and coaching.
• Monitor KPIs and SLAs to drive performance.
• Analyze reports to identify root causes of underperformance.
• Coordinate staffing and shift changes with Ops/WFM.
• Collaborate with HR and IT to resolve issues.
• Lead partner meetings and advocate our cultural values.

Skills

Team leadership

Coaching

KPI tracking

Reporting

Time management

Communication

Education

High school diploma or equivalent

Post-secondary education or degree in Business, or combination with work experience

Tools

Google Suite

Google Sheets

Job description

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 (Supervisor) 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.

As Team Lead (Supervisor), You Will…

• 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)

As Team Lead (Supervisor), You Have…

• 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

Pay Type: Salary

Location: Clark Freeport, Pampanga, Philippines