Team Leader, English Support – Onsite Cebu

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

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.