Team Lead

4 weeks ago

Manila, Philippines IntouchCX Full time

Overview IntouchCX Manila, National Capital Region, Philippines Join to apply for the Team Lead (Supervisor) role at IntouchCX About 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 - Job responsibilities Provide front-line direction to Customer Service Representatives (CSRs) to ensure quality service in every customer interaction. Learn and maintain knowledge of partner brands, philosophy, products, promotions and processes. Promote professional and personal development through performance evaluations, training and career pathing plans. Manage and supervise CSRs; ensure proficient training, professional development and employee engagement to prepare, grow and retain employees. Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements. Analyze reports and data to measure production levels and identify root causes for underperforming areas. Develop solutions using critical thinking to improve business performance and partner success. Motivate teams through relationship building and real-time coaching; develop incentive programs to motivate CSRs to achieve outcomes. Coordinate staffing schedules with Operations Support and/or Workforce Management teams. Collaborate with HR, IT and other departments to resolve issues; participate in partner meetings with an informed perspective. Gain expert knowledge on all partner products and promotions; demonstrate a positive work ethic and commitment to outcomes. Act as a role model and exemplify the company’s cultural values. Qualifications High school diploma or equivalent (required). Some post-secondary education or a post-secondary degree in Business preferred; combination of education and work experience 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 handling escalated issues in a contact center capacity. Typing speed of 30 WPM with accuracy. Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset. Ability to use spreadsheet applications to maintain and develop operational reporting. Excellent time management, organizational and prioritization skills. Ability to work independently and in a team within a fast-paced environment. Willingness to work a variety of shifts, including days, evenings and holidays. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries: Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at IntouchCX. #J-18808-Ljbffr

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