Team Leader, CX & Sales Performance

MCI; San Fernando; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

MCI is seeking a Team Leader in the Philippines to lead a diverse group of customer care, inbound/outbound, sales, and retention professionals. You will coach, monitor performance, and drive strategies to improve customer satisfaction and revenue targets.

Ideal candidates will bring leadership skills, a strong service mindset, and experience with CRM tools to optimize operations and retention efforts within a fast-growing BPO environment.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment.
• Strong understanding of customer service dynamics and sales processes.
• Exceptional leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to make data-driven decisions.
• Proficiency in using relevant customer relationship management (CRM) tools.

Responsibilities

• Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
• Provide guidance, coaching, and support to ensure individual and team success.
• Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
• Establish clear performance expectations and key performance indicators (KPIs) for team members.
• Monitor and evaluate individual and team performance against set targets.
• Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
• Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
• Implement strategies to enhance customer satisfaction, loyalty, and retention.
• Address customer concerns and escalations in a timely and effective manner.
• Collaborate with the sales and retention teams to set and achieve revenue targets.
• Implement sales strategies to drive outbound sales and upselling opportunities.
• Develop and execute retention strategies to minimize customer churn.
• Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards.
• Collaborate with other teams to streamline processes and enhance overall operational effectiveness.
• Implement best practices to improve service delivery and achieve operational excellence.
• Develop and implement training programs to enhance the skills and knowledge of team members.
• Provide ongoing coaching and support to facilitate professional growth and development.
• Stay informed about industry trends and customer care best practices.
• Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization.
• Present performance insights and recommendations to senior management.

Skills

Team leadership

Coaching & development

Performance tracking

Sales & retention

CRM tools

Education

High school diploma

Tools

CRM tools

Job description

MCI is seeking a Team Leader in the Philippines to lead a diverse group of customer care, inbound/outbound, sales, and retention professionals. You will coach, monitor performance, and drive strategies to improve customer satisfaction and revenue targets.

Ideal candidates will bring leadership skills, a strong service mindset, and experience with CRM tools to optimize operations and retention efforts within a fast-growing BPO environment.