Team Lead (Temporary)

IntouchCX; Manila; On-site; PHP 520,000 - 860,000; Full time

Job summary

IntouchCX seeks a Team Lead (Supervisor) in Manila to direct and coach Customer Service Representatives, ensuring top-quality customer interactions and adherence to brand processes.

You will oversee training, development, performance metrics, and staffing coordination, collaborating with HR, IT and operations to drive partner success and employee engagement.

Qualifications

• Minimum educational requirements are stated above.
• Experience in a customer service or contact center environment is preferred.
• Ability to train, coach and engage team members to meet targets.

Responsibilities

• Manage and supervise CSRs to ensure quality service.
• Ensure proficient training, professional development and engagement.
• Manage operational performance to meet KPIs and SLAs.
• Analyze reports to measure production levels and root causes.
• Use critical thinking to improve business performance.
• Motivate teams through coaching and relationship-building.
• Develop incentive programs to achieve outcomes.
• Coordinate staffing changes with Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Bring operational knowledge to partner meetings and product promotions.
• Demonstrate a strong work ethic and align with company values.

Skills

People management

Coaching

Performance management

KPI tracking

Shift planning

Escalation handling

Communication

Typing 30 WPM

Education

High school diploma or equivalent

Some post-secondary education in Business

Tools

Google Suite

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.