URGENT HIRING! BPO Team Lead (Supervisor)- CAN START ASAP!

IntouchCX; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

IntouchCX in Metro Manila seeks a Team Lead (Supervisor) to coach, direct, and develop front-line CSRs. You will ensure high-quality customer interactions, manage SLA/KPI compliance, and foster employee career development while serving as a strategic operational contact for our brand partners.

You will lead, evaluate, and mentor CSRs, analyze performance data, and collaborate with Workforce Management, HR, and IT to maintain optimal operations.

Qualifications

• High School Diploma required; business-related post-secondary preferred.
• 1–2 years BPO/Contact Center experience with at least 1 year in supervision.
• Experience handling escalations and analyzing performance reports.
• Proficiency in Google Suite and spreadsheet reporting; 30+ WPM typing.

Responsibilities

• Lead, evaluate, and mentor CSRs to drive performance and retention.
• Analyze operational data to resolve root causes of underperformance.
• Collaborate with Workforce Management, HR, and IT to maintain optimal operations.
• Lead client/partner updates and maintain expert knowledge of client products and promotions.
• Champion company values and design team incentive programs.

Skills

CSR coaching

Performance analysis

Team building

Leadership

Education

High School Diploma

Tools

Google Suite

Spreadsheet reporting

Job description

About the Role:

We are seeking a Team Lead (Supervisor) to coach, direct, and develop our front-line Customer Service Representatives (CSRs). You will ensure high-quality customer interactions, manage SLA/KPI compliance, and foster employee career development while serving as a strategic operational contact for our brand partners.

Key Responsibilities:

• Lead, evaluate, and mentor CSRs to drive performance and retention.
• Analyze operational data to resolve root causes of underperformance.
• Collaborate with Workforce Management, HR, and IT to maintain optimal operations.
• Lead client/partner updates and maintain expert knowledge of client products and promotions.
• Champion company values and design team incentive programs.

Requirements:

• High School Diploma required (Business-related post-secondary preferred).
• 1–2 years BPO/Contact Center experience, with 1+ year in a supervisory role.
• Strong background in handling customer escalations and analyzing performance reports.
• Proficiency in Google Suite / spreadsheet reporting; typing speed of 30+ WPM.
• Strong organizational, critical thinking, and team-building skills.
• Flexibility to work varied shifts (days, evenings, holidays).