Team Leader (Customer Service - Blended)

Symbos Managed Services Inc; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Symbos Managed Services Inc in the Philippines is seeking a Team Leader for our growing Customer Support group. You will lead from the front, coach a team of agents across voice and non-voice channels, and ensure high quality service delivery aligned with KPIs.

You have at least 3 years in a Team Leader role in a contact centre, experience with blended programs, and strong leadership, communication, and data-driven reporting skills. Onsite role at Mall of Asia Complex, Pasay.

Qualifications

• 3+ years of Team Leader experience in a contact centre.
• Experience managing blended voice and non-voice programs.
• Background in logistics or supply chain campaigns is highly preferred.
• Strong leadership, coaching, and stakeholder management skills.
• Data-driven with strong reporting and performance tracking.
• Excellent written and verbal communication.
• Onsite role at Mall of Asia Complex, Pasay, Philippines.

Responsibilities

• Lead, coach, and develop a team of Customer Support Agents
• Manage day-to-day operations across blended channels (voice and non-voice)
• Drive performance against KPIs including quality, productivity, and service levels
• Handle escalations and support complex customer issues
• Monitor team performance and provide regular feedback and coaching
• Ensure accurate reporting, documentation, and adherence to processes
• Foster a positive and accountable team environment

Skills

Team Leadership

Coaching & Development

Stakeholder Management

Data-driven Performance

Communication Skills

Job description

Symbos is an Australian-led outsourcing partner delivering AI-enabled, human-centred customer experiences at scale. We work closely with our clients to build connected, high-performing teams, combining technology, empathy, and operational excellence.

At our core, we are people-first. We foster a culture of trust, collaboration, and continuous growth, creating meaningful opportunities for our teams while delivering real impact for our clients.

About the Role

We are building our pioneer Customer Support team and are looking for a Team Leader who can lead from the front and set the standard for customer experience. This role will manage a team supporting both voice and digital channels, ensuring strong performance, engagement, and service delivery.

Key Responsibilities

• Lead, coach, and develop a team of Customer Support Agents
• Manage day-to-day operations across blended channels (voice and non-voice) is preferred
• Drive performance against KPIs including quality, productivity, and service levels
• Handle escalations and support complex customer issues
• Monitor team performance and provide regular feedback and coaching
• Ensure accurate reporting, documentation, and adherence to processes
• Foster a positive and accountable team environment

What We’re Looking For

• Experience as a Team Leader in a contact centre environment for at least 3 years
• Proven experience managing blended programs (voice and non-voice)
• Background in a logistics or supply chain campaign is highly preferred
• Strong leadership, coaching, and stakeholder management skills
• Data-driven with experience in performance tracking and reporting
• Strong communication skills across voice and written channels
• Willing to work onsite in Mall of Asia Complex, Pasay
• Open to predominantly dayshift schedules

Why Join Us

• Be part of a pioneer team and shape the function from the ground up
• Lead a team that delivers meaningful customer impact
• Work in a collaborative, people-first environment with opportunities to grow

Recruitment Process

As a first step, shortlisted candidates will be invited to complete an online skills assessment, followed by interviews.