Team Leader, English Support

Onecom Inc; Philippines; On-site; PHP 600,000 - 800,000; Full time

Job summary

Onecom Inc. is seeking a Team Leader for English Support in the Philippines. You will lead and empower the English Support team to deliver outstanding customer experiences through proactive action, clear communication, and continuous improvement.

You will own daily operations across all channels and drive performance with coaching and data-driven decisions. Applicants currently residing in Cebu and available to work onsite will be prioritized.

Responsibilities

• Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.
• Move resources dynamically where needed, even several times per hour if required.
• Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.
• Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — or show eagerness to learn — and use them to steer the team effectively.

Job description

Team Leader, English Support

Company : Onecom Inc Job Type : Full Time Philippines

Job Description - Team Leader, English Support

Overall Job Purpose

To lead and empower the English Support team in delivering outstanding customer experiences through proactive action, communication, and continuous improvement. The Team Leader ensures daily operations run smoothly across all channels, reacts fast to change, drives performance through coaching and data, and takes full ownership of results — always with the customer and the team’s growth in focus.

Applicants currently residing in Cebu and available to work onsite will be prioritized.

Specific Accountabilities

Accountability A: Drive Operations and Performance 40%

• Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.

• Move resources dynamically where needed, even several times per hour if required.

• Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.

• Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — or show eagerness to learn — and use them to steer the team effectively.

• Set clear, ambitious but achievable goals and follow up consistently.

• Always aim to improve — for customers, for the team, and for yourself.

Accountability B: Coaching, Mentoring, and Team Development - 25%

• Coach and motivate each supporter to reach their full potential through regular 1:1s, data-driven feedback, and tone/QA calibration.

• Understand what motivates each team member and use that insight to build engagement and accountability.

• Lead by example in adaptability, ownership, and communication.

• Support new hires from onboarding through full production — the TL team jointly “owns” every newcomer.

• Foster a supportive, respectful, and collaborative environment that celebrates wins and learns from challenges.

Accountability C: Communication and Issue Escalation (“Paint the Elephant”) - 15%

• Maintain transparent communication upward and sideways — never hide blockers, weaknesses, or risks.

• Raise operational issues, backlog alerts, or quality concerns early, with clear context and proposed next steps.

• Document and share insights that help other teams understand the situation and act fast.

• Reach out one time too often rather than one time too few.

Accountability D: Reporting, Data, and Continuous Improvement - 15%

• Monitor and analyze performance data to spot trends, improvement areas, and training needs.

• Translate insights into concrete actions — not just observations.

• Collaborate with Quality, Training, and Operations teams to align goals and share learnings.

• Support scheduling, leave approval, and productivity planning in close cooperation with peers and management.

• Contribute to building a data-driven support culture where decisions are based on facts and learning.