Team Lead – Amazon Connect

3 days ago

Makati City, National Capital Region, Philippines iCXeed Philippines Inc. Full time ₱900,000 - ₱1,200,000 per year

Are you a natural leader who thrives on driving team performance and delivering seamless customer experiences? We're looking for a Team Lead with Amazon Connect experience to take charge of our multi-channel contact centre operations.

In this role, you'll lead both onshore and offshore teams, driving performance across voice, email, and chat. This goes beyond a traditional Team Lead role, you'll own the entire contact centre operation, ensuring smooth delivery, unlocking insights, and shaping how we connect with our customers.

What You'll Do

  • Manage both onshore and offshore groups, creating a high-performing culture across all support channels.
  • Oversee daily contact centre operations, making sure voice, email, and chat channels run smoothly.
  • Leverage your Amazon Connect expertise to optimise processes and improve customer interactions.
  • Collaborate with stakeholders to drive growth, efficiency, and continuous improvement.
  • Balance people leadership with operational management, ensuring both team engagement and results.

What We're Looking For

  • Experience leading contact centre operations, with proven knowledge of Amazon Connect.
  • Strong leadership skills with the ability to manage onshore and offshore teams.
  • Confidence in multi-channel environments (voice, email, chat).
  • An analytical thinker with the ability to translate insights into action.
  • Excellent communication and stakeholder management skills.

Why Join Us

At iCXeed, we're passionate about helping businesses scale through people and technology. This is an exciting opportunity to own the contact centre function end-to-end, influence how we operate, and grow your leadership career in a supportive, innovative environment.

If you're ready to step up and take the lead, we'd love to hear from you

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