Team Leader, Non-Voice Support (Onsite)

Fusion CX; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Fusion CX is hiring a Team Leader for Non-Voice at our Cebu site. Lead a high‑performing team handling chat, email, and other digital channels to deliver outstanding customer support.

You will monitor productivity, quality, attendance, coach team members, manage performance against KPIs, handle escalations, and prepare performance reports. This is a full‑time, onsite role located at Robinsons Cybergate, Fuente Osmeña, Cebu City.

Qualifications

• 2+ yrs Team Leader experience in a BPO setting preferred.
• Experience handling non-voice accounts (chat or email) an advantage.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage team performance and meet operational targets.
• Willing to work onsite.

Responsibilities

• Monitor team productivity, quality, attendance, and customer service performance.
• Handle escalations and ensure timely and appropriate resolutions to customer concerns.
• Conduct coaching sessions and provide regular feedback to improve team performance.
• Track team performance and ensure operational targets and KPIs are met.
• Prepare performance reports and identify opportunities for process improvement.

Skills

Team leadership

Communication

Problem‑solving

Coaching

Performance management

Job description

Fusion CX is hiring a Team Leader for Non-Voice at our Cebu site. Lead a high‑performing team handling chat, email, and other digital channels to deliver outstanding customer support.

You will monitor productivity, quality, attendance, coach team members, manage performance against KPIs, handle escalations, and prepare performance reports. This is a full‑time, onsite role located at Robinsons Cybergate, Fuente Osmeña, Cebu City.