Contact Center Team Lead (AU Account)
Salary: PHP 70,000 – PHP 100,000
Employment Type: Full-Time, Onsite
Schedule: Monday–Friday (AU Shift)
Location: Ortigas
About the role:
We are looking for a high-performing Contact Center Team Lead who will guide, mentor, and motivate a team of Customer Experience Agents supporting Australian customers across multiple channels.
You will play a key role in driving operational excellence, managing performance, improving customer experience, and ensuring timely resolution of real-time escalations. If you are a strategic leader who thrives in a fast-paced environment - and you're proactive and passionate about coaching - this role is for you.
What You Will Do:
- Lead, mentor, and motivate Customer Experience Agents to achieve KPIs and maintain a high‑performance culture.
- Conduct regular coaching, feedback sessions, and performance evaluations to support skill development and career progression.
- Manage daily operational performance across CX, QA, productivity, and utilization metrics.
- Oversee queue management, staffing levels, and real‑time operations to meet forecast and service level targets.
- Handle operational and customer escalations, ensuring timely resolution and implementing preventive solutions.
- Analyze performance trends, customer sentiment, and QA insights to identify issues and drive continuous improvement actions.
- Support and maintain the knowledge management platform (e.g., BrAIn) to ensure agents have accurate, updated information.
- Drive customer experience enhancement by identifying trends, resolving complex enquiries, and uplifting product usage and customer retention.
Ideal Candidate Profile:
- 5+ years leadership experience as a Contact Center Team Leader or Manager.
- 3+ years handling Australian customers across diverse demographics.
- Background in home-delivery services (telecom/fiber internet, Uber Eats, Deliveroo, etc.) is a strong plus.
- Proven track record of driving performance and achieving KPIs.
- Excellent English communication and stakeholder management skills.
Preferred Traits:
- Madiskarte: Proactive, solution-oriented, always improving CX.
- May bisyon at direksiyon: Clear leadership, strong EQ.
- Mahilig matuto: Passion for coaching and continuous improvement.
- Maabilidad: Thrives with shifting priorities and fast-paced change.
Why Join Us
This is a newly created leadership role where you'll have direct influence on shaping team culture, improving service delivery, and elevating customer experience for a major Australian account. If you want to lead from the front and build a high-performing, empowered team - this is the place for you.
