Team Lead

6 days ago

Cebu City, Central Visayas, Philippines IntouchCX Full time
Overview

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 - https://youtu.be/GinyJ-abWJs

Overview – 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.

Responsibilities
  • 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)
Qualifications
  • 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 Leader

    1 week ago

    Cebu City, Central Visayas, Philippines TECHNOGLOBAL TEAM, INC. Full time $40,000 - $80,000 per year

    We are currently seeking a dynamic and results-oriented Operations Team Leader to lead our talented team of professionals YOU DESERVE THE BEST - Enjoy these PerksComprehensive day 1 HMO with 10K medical reimbursementAdditional HMO coverage for your family + dental coverageFree annual Flu vaccineContinuous career development and certificationsTravel &...

  • Team Lead

    5 days ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions Inc. Full time $104,000 - $130,878 per year

    The Team Lead is responsible for overseeing the daily operations and performance of a team, ensuring that all key metrics and client expectations are met. This role involves providing leadership and guidance, fostering a collaborative and high-achieving environment, and serving as the primary point of contact for a client. The ideal candidate has a strong...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱35,000 - ₱44,300 per year

    The Team Lead will manage a team of analysts and senior analysts, ensuring smooth operations and excellent client service. The role includes guiding the team on loan procedures and supporting their overall performance.Key Responsibilities:Lead a team of 12–20 associates.Monitor daily production, share updates, and provide quality and productivity...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines The HIRD Corp. Full time $40,000 - $80,000 per year

    We're seeking a dynamic Team Lead to drive success for our Retail Account. Lead a high-performing team, ensure exceptional client service, and achieve operational goals in a fast-paced environment.Key Responsibilities:Manage and motivate a team to meet KPIs and client expectationsOversee daily operations, ensuring quality and efficiencyCollaborate with...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱35,000 - ₱45,000 per year

    The Team Supervisor/Lead will oversee a team of analysts and senior analysts within the process function. The ideal candidate should display a strong commitment to providing excellent service when interacting with clients, process stakeholders, and operations team members. Additionally, the Team Lead will address questions from their team regarding loan...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱35,000 - ₱45,000 per year

    The Team Supervisor/Lead will oversee a team of analysts and senior analysts within the process function. The ideal candidate should display a strong commitment to providing excellent service when interacting with clients, process stakeholders, and operations team members. Additionally, the Team Lead will address questions from their team regarding loan...

  • Team Lead

    5 days ago

    Cebu City, Central Visayas, Philippines Moder Full time $104,000 - $130,878 per year

    Job SummaryThe Team Supervisor/Lead will oversee a team of analysts and senior analysts within the process function. The ideal candidate should display a strong commitment to providing excellent service when interacting with clients, process stakeholders, and operations team members. Additionally, the Team Lead will address questions from their team...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱35,000 - ₱45,000 per year

    The Team Supervisor/Lead will oversee a team of analysts and senior analysts within the process function. The ideal candidate should display a strong commitment to providing excellent service when interacting with clients, process stakeholders, and operations team members. Additionally, the Team Lead will address questions from their team regarding loan...

  • Team Lead

    1 week ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱104,000 - ₱130,878 per year

    About the Position:Sales Team Lead (Cebu) | OnsiteShift: Flexible; no fixed schedule Work Arrangement: Onsite in Cebu Benefits: Upon regularization:10 Vacation Leaves (VL)10 Sick Leaves (SL)HMO health insurance is available starting the 4th month (for employee and one dependent) Requirements: Minimum of 2 years of experience as a Sales Team Lead in a...

  • Team Lead

    2 weeks ago

    Cebu City, Central Visayas, Philippines OfficePartners, 360 Inc. Full time

    Team LeadHighly motivated and results-oriented Customer Service Supervisor with a strong emphasis on data-driven decision-making and exceptional communication skills. Demonstrates a proven track record of enhancing customer satisfaction, optimizing team performance, and leveraging data analytics to drive continuous improvement.At least 2 years experience as...