Team Leader, English Support

About the role

We are looking for a proactive Team Leader to head our English Support team in Cebu. You will ensure smooth daily operations across all channels, drive performance through data and coaching, and champion a customer‑centric culture.

Key responsibilities

• Monitor all support queues and channels, reallocating resources in real time to meet service levels.
• Communicate issues such as backlogs or system delays early, propose actions, and involve relevant stakeholders.
• Set clear, ambitious goals and track key metrics (NPS, SLA, CSAT, FRT, QA) to guide the team.
• Coach and mentor agents through regular 1:1s, data‑driven feedback, and QA calibration.
• Support onboarding of new hires and foster a collaborative, respectful environment.
• Escalate operational risks transparently and share insights with other teams.
• Analyze performance data to identify trends, training needs, and improvement opportunities.
• Collaborate with Quality, Training, and Operations to align objectives and drive a data‑driven support culture.
• Assist with scheduling, leave approvals, and productivity planning.
• Lead change initiatives and help the team adapt to fast‑moving priorities.

Required profile

• Strong leadership and people‑development skills.
• Excellent communication and stakeholder‑management abilities.
• Data‑oriented mindset with a willingness to learn key performance metrics.
• Ability to make quick decisions and adapt to changing workloads.
• Experience in a customer support or call‑center environment is preferred.

Required skills