Team Leader: CX, Sales & Retention Excellence

careers-mci2; Philippines; Remote; PHP 300,000 - 600,000; Full time

Job summary

MCI is seeking a Team Leader to drive excellence in customer care, sales, and retention across on-site and remote teams. The role emphasizes coaching, performance management, and process improvement within a global BPO environment.

The ideal candidate will lead by example, set clear KPIs, collaborate with sales and retention units, and deliver exceptional customer experiences while pursuing revenue targets.

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 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 KPIs for team members.
• Monitor and evaluate individual and team performance against targets.
• Conduct regular performance reviews and address issues promptly.
• Ensure high standard of customer care in all interactions and drive retention.

Skills

Leadership

People management

CRM tools

Customer care

Sales processes

Communication

Analytical mindset

Education

High school diploma or equivalent

Tools

CRM tools

Job description

MCI is seeking a Team Leader to drive excellence in customer care, sales, and retention across on-site and remote teams. The role emphasizes coaching, performance management, and process improvement within a global BPO environment.

The ideal candidate will lead by example, set clear KPIs, collaborate with sales and retention units, and deliver exceptional customer experiences while pursuing revenue targets.