Team Lead (Customer Experience Supervisor)
Location: [City, State / Site Location / Hybrid]
Department: Contact Center Operations
Reports To: Operations Manager
Employment Type: Full-Time
Shift: Shifting Schedules (Days, Evenings, Weekends & Holidays)
Lead the Frontline. Elevate the Culture. Drive Real Impact.
Customer care is changing, and we believe exceptional customer experiences begin with empowered teams.
We are looking for an energetic, people-first Team Lead (Supervisor) to coach, inspire, and develop our Customer Service Representatives (CSRs). In this role, you won’t just manage numbers—you will build high-performing teams, champion our brand partners' values, and turn frontline insights into operational excellence.
If you thrive in a fast-paced environment, love mentoring others to reach their full potential, and bring a solutions-oriented mindset to every challenge, we want to hear from you.
What You’ll Do
- Coach, Mentor & Retain Talent: Lead day-to-day operations for your frontline team through 1-on-1 coaching, real-time feedback, and structured career development roadmaps that drive retention and high engagement.
- Deliver Operational Excellence: Drive team achievement across core contact center metrics (CSAT, FCR, AHT, and attendance) to ensure consistent compliance with client Service Level Agreements (SLAs).
- Translate Data into Action: Dive into daily reports and operational dashboards to identify trends, pinpoint the root causes of underperformance, and implement targeted corrective action plans.
- Inspire & Motivate: Create dynamic team contests, recognition initiatives, and incentive programs that keep energy high and celebrate team wins.
- Master the Brand: Become the Subject Matter Expert (SME) on our partner's products, services, and seasonal promotions, bringing a credible, operational perspective to client update meetings.
- Handle High-Priority Escalations: Serve as the senior point of escalation for complex customer inquiries, resolving challenges with empathy, diplomacy, and sound judgment.
- Collaborate Cross-Functionally: Work closely with Workforce Management (WFM) to align shift rosters with real-time queues, and coordinate with HR and IT to resolve floor roadblocks swiftly.
- Champion Our Core Values: Lead by example and embody our 10 Things (company values), building a culture of trust, accountability, and continuous improvement.
What You Bring
- Leadership Tenure: Minimum 1–2 years of contact center or customer service experience, with at least 1 year in a dedicated Team Lead or Supervisory role.
- Education: High school diploma or equivalent required (post-secondary coursework or an Associate/Bachelor's degree in Business or related fields is preferred).
- Escalation & Resolution Experience: Proven success de-escalating critical customer concerns and guiding agents through complex problem-solving.
- Analytical & Reporting Comfort: Proficiency in spreadsheet tools (Google Sheets or MS Excel) to track shift performance, review scorecards, and extract actionable operational takeaways.
- Technical Skills: Familiarity with Google Workspace (Docs, Slides, Drive) and CRM/telephony platforms; minimum typing speed of 30+ WPM with high accuracy.
- Communication & Influence: Strong verbal and written communication skills with the ability to connect authentically with frontline agents and speak confidently in stakeholder meetings.
- Schedule Flexibility: Willingness to work varied shifts, including days, nights, weekends, and holidays, based on operational and client campaign demands.
Why You’ll Love Working Here
- Career Trajectory: We prioritize internal mobility—our Team Leads are the primary talent pipeline for Operations Management, Quality Assurance, and Workforce Planning.
- Supportive Leadership: Work with leaders who value transparent communication, autonomy, and continuous learning.
- Competitive Package: Attractive salary package, comprehensive health benefits (HMO), performance incentives, and paid time off.
Pay: Php35,000.00 - Php52,000.00 per month
Work Location: In person
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