Team Lead

2 days ago

Morong, Philippines IntouchCX Full time
About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story -

About The Job

We’re changing the way people think about customer care, and we need your help We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead, You Will
  • Manage and supervise CSRs
  • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
  • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
  • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
  • Use critical thinking to develop solutions to improve business performance and partner success
  • Motivate teams through relationship building and real-time coaching
  • Develop incentive programs to motivate CSRs to achieve desired outcomes
  • Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
  • Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues
  • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
  • Gain expert level knowledge on all partner products and promotions
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
  • Act as a role model and exemplify our 10 Things (cultural values)
As Team Lead, You Have
  • High school diploma or equivalent (required)
  • Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
  • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
  • Experience dealing with escalated issues in a contact center capacity
  • The ability to type 30 WPM with accuracy
  • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
  • The ability to use spreadsheet applications to maintain and develop operational reporting
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • The ability to work a variety of shifts, including days, evenings and holidays
#J-18808-Ljbffr

  • Team Lead

    3 weeks ago

    Morong, Philippines IntouchCX Full time

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • QA Team Lead

    1 week ago

    Morong, Philippines beBeeQuality Full time $60,000 - $80,000

    Associate Manager QualityIn this role, you will oversee productivity and effectiveness of QA teams, conduct transaction auditing sessions, and ensure adherence to company policies and guidelines. A key requirement is strong organizational qualities, confidence, sound communication, and customer service skills.We offer a unique 'as a service' model that...

  • Executive Team Lead

    2 weeks ago

    Morong, Philippines beBeeQualityAssociateManager Full time ₱800,000 - ₱1,200,000

    Job OverviewThe primary goal of a Quality Associate Manager is to oversee productivity and effectiveness of QA teams. They should conduct regular auditing sessions, facilitate collaboration among team members, ensure adherence to company policies, and foster strong organizational qualities, confidence, effective communication skills, and customer service...

  • Healthcare Team Manager

    7 days ago

    Morong, Philippines Sutherland Full time

    About SutherlandArtificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.We've created over 200 unique...

  • Healthcare Team Manager

    1 week ago

    Morong, Philippines Sutherland Full time

    OverviewSutherland is seeking an experienced and people-focused Team Manager to lead our growing Healthcare - Ortho program. As a Team Manager, you will drive performance, coach and mentor teams, and ensure service excellence that meets the expectations of our clients in the healthcare and orthopedic sector.Key ResponsibilitiesLead, manage, and inspire a...

  • Team Performance Director

    2 weeks ago

    Morong, Philippines beBeeLeadership Full time ₱4,800,000 - ₱6,400,000

    Job OverviewWe are seeking a seasoned professional to lead our team. As Team Leader, you will be responsible for enhancing team performance on customer experience metrics through targeted coaching and effective action plans.Key Responsibilities:Enhance team performance on customer experience metrics through call listening, behavioral coaching, and effective...

  • Team Performance Specialist

    1 week ago

    Morong, Philippines beBeeCustomerExperience Full time ₱1,000,000 - ₱1,200,000

    About UsThis role is focused on driving team performance and achieving high customer satisfaction rates through effective management, coaching, and process improvement.Key ResponsibilitiesManage team performance to achieve exceptional customer experienceDevelop and implement strategies to improve employee skills and knowledgeEnhance employee morale and...

  • Lead Generation Specialist

    1 week ago

    Morong, Philippines beBeeCareer Full time $45,000 - $60,000

    Job Title: Lead Generation SpecialistJob Summary:We are seeking an experienced Lead Generation Specialist to join our team. As a key member of our sales team, you will be responsible for identifying and assessing potential leads through strategic conversations.Key Responsibilities:Prospect and identify relevant leads that align with our target market and...

  • Healthcare Team Manager

    2 days ago

    Morong, Philippines Sutherland Full time

    About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200...

  • Healthcare Operations Lead

    1 week ago

    Morong, Philippines beBeeHealthcare Full time ₱1,500,000 - ₱2,000,000

    Job OverviewOur organization seeks a seasoned and people-focused Team Manager to lead an expanding healthcare program. This role drives performance, coaches, and mentors teams while ensuring exceptional service that meets client expectations in the healthcare sector.Key ResponsibilitiesLead, manage, and inspire a team of customer service representatives...