Team Lead – Customer Experience

About the role

Emapta is seeking a dynamic Team Lead to drive world‑class customer experiences for its global clients. You will lead a night‑shift team in Makati, coaching high‑performing agents, improving operational results, and ensuring service excellence.

Key responsibilities

• Coach, motivate and guide a team of service agents to achieve performance targets.
• Analyze operational data, identify trends and implement continuous‑improvement initiatives.
• Maintain quality‑assurance standards and troubleshoot system issues.
• Collaborate with global client partners to support their success.
• Manage shift schedules, ensure compliance with night‑differential pay and weekend‑off policies.

Required profile

• High school diploma or equivalent.
• 3‑5 years of direct service delivery experience, preferably in a contact‑center environment.
• Proven leadership experience coaching and guiding team performance.
• Strong analytical, problem‑solving and communication skills.
• Self‑motivated, organized and able to work under pressure.

Required skills

• Proficiency in Microsoft Office applications.

What we offer

• Day‑1 HMO coverage with free dependent.
• Competitive salary package with night‑differential pay.
• Fixed weekends off and prime office location in Makati.
• Salary advance program (subject to bank assessment).
• Unlimited upskilling through Emapta Academy.
• Free 24/7 gym access and a personal fitness trainer.
• Exclusive lifestyle perks, referral incentives and 20 annual leaves (including cash‑convertible credits).
• Mentorship, exposure to global leaders and clear career‑growth pathways.