URGENT HIRING! Customer Service Team Lead (Telco Account)

KMC Solutions; Quezon City; Hybrid; PHP 700,000 - 1,100,000; Full time

Job summary

KMC Solutions is seeking an Omnichannel Customer Care Team Leader in the Philippines. You will lead a team across voice, email, social media, and community channels, shaping customer experience and driving performance.

You will coach team members, monitor KPIs, and manage escalations while collaborating with Operations, Quality, Training, WFM, and HR to improve processes and deliver exceptional service.

Qualifications

• Experience in customer service, telecommunications, contact center, or digital customer care.
• Previous leadership roles such as Team Leader, SME, Senior Agent, or Coach.
• Experience handling both voice and non-voice channels.
• Strong coaching, performance management, escalation handling, and reporting.
• Excellent verbal and written English communication skills.
• Strong customer service, problem-solving, decision-making, and analytical skills.
• Comfortable handling social media/customer community concerns and potential reputational risks.

Responsibilities

• Lead, coach, and manage a team of Customer Care Specialists across multiple channels.
• Monitor attendance, productivity, quality, service levels, and customer experience.
• Manage daily queue conditions, staffing, workload distribution, and channel assignments.
• Conduct team huddles, one-on-ones, coaching, and performance reviews.
• Handle and resolve complex or escalated customer concerns.
• Ensure accurate case documentation and compliance with company/client policies.
• Monitor customer interactions across voice, email, social media, and community platforms.
• Identify customer trends, recurring issues, and opportunities for process improvement.
• Support sales, retention, and customer experience initiatives.
• Prepare performance reports, escalation updates, and action plans.
• Collaborate with Operations, Quality, Training, WFM, HR, and other support teams.
• Support new products, campaigns, processes, tools, and channel expansions.

Skills

Team leadership

Coaching

Performance management

Customer service

English communication

Multichannel support

Data analysis

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Ticketing tools

Telephony systems

Social media platforms

WFM

Reporting tools

Job description

Lead and support a team of Customer Care Specialists handling voice and non-voice channels including calls, email, social media, and online communities. Responsible for team performance, coaching, queue management, escalations, and overall customer experience.

Job Title: Omnichannel Customer Care Team Leader

Key Responsibilities

• Lead, coach, and manage a team of Customer Care Specialists across multiple channels.
• Monitor attendance, productivity, quality, service levels, and customer experience.
• Manage daily queue conditions, staffing, workload distribution, and channel assignments.
• Conduct team huddles, one-on-ones, coaching, and performance reviews.
• Handle and resolve complex or escalated customer concerns.
• Ensure accurate case documentation and compliance with company/client policies.
• Monitor customer interactions across voice, email, social media, and community platforms.
• Identify customer trends, recurring issues, and opportunities for process improvement.
• Support sales, retention, and customer experience initiatives.
• Prepare performance reports, escalation updates, and action plans.
• Collaborate with Operations, Quality, Training, WFM, HR, and other support teams.
• Support new products, campaigns, processes, tools, and channel expansions.

Qualifications

• College undergraduate, vocational/short-course certificate, or bachelor's degree holder.
• Experience in customer service, telecommunications, contact center, or digital customer care.
• Previous experience as a Team Leader, SME, Senior Agent, Coach, or similar leadership role is strongly preferred.
• Experience handling both voice and non-voice channels.
• Strong background in coaching, performance management, escalation handling, and reporting.
• Excellent verbal and written English communication skills.
• Strong customer service, problem-solving, decision-making, and analytical skills.
• Comfortable handling social media/customer community concerns and potential reputational risks.

Technical & Work Requirements

• Comfortable using CRM, ticketing, telephony, email, social media, WFM, and reporting tools.
• Able to manage multiple systems and customer records accurately.
• Basic to intermediate troubleshooting knowledge of telecommunications services/devices.
• Willing to work rotating shifts, weekends, and holidays.
• Willing to render overtime or extended coverage when required.
• Able to work onsite, remote, or hybrid, depending on business requirements.