Team Lead (With Tech Support Experience)

IntouchCX; Cebu City; On-site; PHP 350,000 - 480,000; Full time

Job summary

IntouchCX in Cebu City, Philippines is seeking a Team Lead to guide our Customer Service Representatives, ensuring high-quality interactions and adherence to brand standards.

You will coach CSRs, manage performance against KPIs, coordinate scheduling, and partner with HR/IT to resolve issues while promoting professional growth.

The role requires 1–2 years in contact center supervisory, a high school diploma, and the ability to work various shifts.

Qualifications

• 1–2 years in contact center and supervisory roles.
• Experience handling escalated issues in a contact center.
• Strong communication and coaching skills for team development.

Responsibilities

• Manage and supervise CSRs and ensure quality customer interactions.
• Coach for professional development and employee engagement.
• Monitor KPIs and SLAs; analyze data to identify root causes.
• Collaborate with HR/IT to resolve issues and coordinate staffing.

Skills

Team Leadership

Customer Service

Coaching & Training

Performance Management

KPI Analysis

Google Suite

Time Management

Education

High school diploma

Post-secondary education in Business (preferred)

Tools

Google Sheets

Google Slides

Google Docs

Google Drive

Job description

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.

Job Description

• 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)

Job Requirements

• Experience in handling a technical support campaign, or line of business is preferred
• 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