Team Lead (Temporary)

IntouchCX; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

IntouchCX is hiring a Team Lead (Supervisor) to direct front-line Customer Service Representatives and ensure high-quality customer interactions. You will oversee training, performance, and engagement while maintaining knowledge of partner brands, products, and processes.

The role focuses on supervising CSRs, meeting KPIs and SLAs, and driving improvement through data analysis and coaching. Flexibility to cover day, evening, and holiday shifts is required.

Qualifications

• Minimum high school diploma; post-secondary education in Business preferred.
• 1–2 years in contact center or customer service; 1 year in a supervisory role.
• Experience handling escalated issues in a contact center.
• Typing speed of 30 WPM with accuracy.
• Proficient with Google Suite and basic reporting.
• Able to work varied shifts including days, evenings and holidays.

Responsibilities

• Manage and supervise CSRs to ensure quality service.
• Oversee training, development, and engagement of team members.
• Monitor KPIs and SLAs; identify and address performance gaps.
• Analyze reports to determine root causes of underperformance.
• Provide real-time coaching and motivate teams to excel.
• Collaborate with other departments to resolve issues and implement improvements.

Skills

Team leadership

Customer service

Escalation handling

Typing 30 WPM

Time management

Adaptability

Education

High school diploma or equivalent

Post-secondary education in Business or related field

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 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.