Telco Call Center Team Lead: Coaching & Performance

ResultsCX; Lapu-Lapu; On-site; PHP 420,000 - 660,000; Full time

Job summary

ResultsCX is seeking a Supervisor to lead a team of 10+ call center agents in a high-demand environment. The role focuses on coaching, performance management, and ensuring top-tier customer service. You will guide agents through daily operations, monitor performance, and stay current with product and process updates.

The ideal candidate demonstrates strong mentoring ability, exceptional communication, and proven success in meeting or exceeding KPIs while maintaining a positive team environment.

Qualifications

• Experience as a mentor in a contact center environment.
• Ability to exceed KPI targets.
• Solid knowledge of inbound contact center operations.
• Strong customer service and communication skills.

Responsibilities

• Directly manage a team of 10+ agents, including hiring input and payroll input accuracy.
• Identify, prioritize, and coach agent development areas.
• Document account resolutions and general notes.
• Assist agents with product/account issues and basic troubleshooting.
• Maintain target performance levels for the client.
• Keep knowledge up-to-date from emails, trainings, and meetings.
• Provide motivational techniques to boost team morale.
• Conduct phone monitoring and desk-side coaching to ensure service levels.
• Ensure agents have working equipment and resources.

Skills

Mentor

KPI management

Inbound contact center

Customer service

Communication

Multi-tasking

Team motivation

Troubleshooting

Job description

ResultsCX is seeking a Supervisor to lead a team of 10+ call center agents in a high-demand environment. The role focuses on coaching, performance management, and ensuring top-tier customer service. You will guide agents through daily operations, monitor performance, and stay current with product and process updates.

The ideal candidate demonstrates strong mentoring ability, exceptional communication, and proven success in meeting or exceeding KPIs while maintaining a positive team environment.