Symbos is an Australian-led outsourcing partner delivering AI-enabled, human-centred customer experiences at scale. We work closely with our clients to build connected, high-performing teams, combining technology, empathy, and operational excellence.
At our core, we are people-first. We foster a culture of trust, collaboration, and continuous growth, creating meaningful opportunities for our teams while delivering real impact for our clients.
About The Role
We are building our pioneer Customer Support team and are looking for a Team Leader who can lead from the front and set the standard for customer experience. This role will manage a team supporting both voice and digital channels, ensuring strong performance, engagement, and service delivery.
Key Responsibilities
- Lead, coach, and develop a team of Customer Support Agents
- Manage day-to-day operations across blended channels (voice and non-voice) is preferred
- Drive performance against KPIs including quality, productivity, and service levels
- Handle escalations and support complex customer issues
- Monitor team performance and provide regular feedback and coaching
- Ensure accurate reporting, documentation, and adherence to processes
- Foster a positive and accountable team environment
What We're Looking For
- Experience as a Team Leader in a contact centre environment for at least 3 years
- Proven experience managing blended programs (voice and non-voice)
- Background in a logistics or supply chain campaign is highly preferred
- Strong leadership, coaching, and stakeholder management skills
- Data-driven with experience in performance tracking and reporting
- Strong communication skills across voice and written channels
- Willing to work onsite in Mall of Asia Complex, Pasay
- Open to predominantly dayshift schedules
Why Join Us
- Be part of a pioneer team and shape the function from the ground up
- Lead a team that delivers meaningful customer impact
- Work in a collaborative, people-first environment with opportunities to grow
Recruitment Process
As a first step, shortlisted candidates will be invited to complete an online skills assessment, followed by interviews.
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