Team Manager - Customer Experience & Coaching Lead

ContactPoint360; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Base salary

HMO

Dental

Paid time off

13th-month pay

Leadership development training

Employee discounts

Job summary

ContactPoint360 in Cebu City, Philippines, invites experienced Team Managers to lead call-center operations with a focus on service delivery and customer outcomes. You will coordinate Projects and programs with the Operations Manager, guiding team leaders and advisers by coaching and development initiatives.

You will drive performance, forecast metrics, and report progress to clients and executives, while maintaining extraordinary, compliant service standards and a collaborative culture.

Qualifications

• 1-2 years of experience as Team Manager/Associate Manager.
• Ability to communicate and influence credibly at all levels.
• Manage multiple Team Leaders and projects with attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the daily operation of the call center to meet service standards.
• Lead as the main contact for client and company matters.
• Ensure timely delivery of solutions based on customer needs.
• Communicate monthly/quarterly progress to clients and teams.
• Forecast and track key account metrics.
• Assist with high severity requests or escalations as needed.
• Analyze performance and identify improvement areas.
• Coach and mentor team leaders and support their development.
• Assist in managing impact of new products/services on customer service.

Skills

Team leadership

Communication

Project management

Stakeholder management

Coaching

Job description

ContactPoint360 in Cebu City, Philippines, invites experienced Team Managers to lead call-center operations with a focus on service delivery and customer outcomes. You will coordinate Projects and programs with the Operations Manager, guiding team leaders and advisers by coaching and development initiatives.

You will drive performance, forecast metrics, and report progress to clients and executives, while maintaining extraordinary, compliant service standards and a collaborative culture.