Tech Support Team Lead - Drive CX & Performance

IntouchCX; Cebu City; On-site; PHP 350,000 - 480,000; Full time

Job summary

IntouchCX in Cebu City, Philippines is seeking a Team Lead to guide our Customer Service Representatives, ensuring high-quality interactions and adherence to brand standards.

You will coach CSRs, manage performance against KPIs, coordinate scheduling, and partner with HR/IT to resolve issues while promoting professional growth.

The role requires 1–2 years in contact center supervisory, a high school diploma, and the ability to work various shifts.

Qualifications

• 1–2 years in contact center and supervisory roles.
• Experience handling escalated issues in a contact center.
• Strong communication and coaching skills for team development.

Responsibilities

• Manage and supervise CSRs and ensure quality customer interactions.
• Coach for professional development and employee engagement.
• Monitor KPIs and SLAs; analyze data to identify root causes.
• Collaborate with HR/IT to resolve issues and coordinate staffing.

Skills

Team Leadership

Customer Service

Coaching & Training

Performance Management

KPI Analysis

Google Suite

Time Management

Education

High school diploma

Post-secondary education in Business (preferred)

Tools

Google Sheets

Google Slides

Google Docs

Google Drive

Job description

IntouchCX in Cebu City, Philippines is seeking a Team Lead to guide our Customer Service Representatives, ensuring high-quality interactions and adherence to brand standards.

You will coach CSRs, manage performance against KPIs, coordinate scheduling, and partner with HR/IT to resolve issues while promoting professional growth.

The role requires 1–2 years in contact center supervisory, a high school diploma, and the ability to work various shifts.