Team Lead – Customer Experience – Manila

Are you a people-focused leader who thrives on driving performance and inspiring success? Fusion CX is hiring Team Leads to guide, coach, and develop customer service teams toward achieving excellence. This role is ideal for experienced professionals who combine leadership, analytics, and communication skills to deliver exceptional team results and customer satisfaction.

If you are looking for team lead jobs in Manila, call center leadership opportunities, or customer service supervisory roles in the Philippines, this is your chance to grow with a global customer experience company that values collaboration, development, and performance.

Job Description:

About the Role

As a Team Lead at Fusion CX, you will support operations by mentoring team members, monitoring key performance metrics, and ensuring service excellence across every interaction. You will collaborate closely with the Program Manager and other stakeholders to maintain quality, productivity, and compliance while fostering a motivated and high-performing team culture.

Key Responsibilities

• Assist the Program Manager in professional development and career pathing of team leaders.
• Motivate, guide, and coach Team Leaders to maximize efficiency, and performance levels.
• Monitors account-specific statistics for client-stipulated Key Responsibility Areas (KRAs) and Key Performance Indicators (KPIs), which may include any or all of the following: Attendance and Adherence, Quality Assurance (QA), Sales Quotas/Conversion, Productivity, Call Handling Time, and/or Customer Satisfaction (CSAT)/Customer Service Index (CSI). Familiarizes the team with customer needs, specifications, design targets, development processes, standards, techniques, and tools to support task performance.
• Presents progress reports to the Program Manager based on the Line of Business (LOB)’s performance, task accomplishments, issues, and status updates to the Program Manager or upper management.
• Establishes meeting times and agendas to coordinate with other Team Leads and Project Managers in response to operational issues and areas of improvement.
• Communicates with clients regarding account-specific standards, objectives, team activities, integration status, business progress, required resources, escalated issues, logistics, project requirements, costs, and schedules.
• Obtains space, equipment, and communication lines for team members by coordinating with departments such as HR, Workforce, and Training.
• Collaborates with the Program Manager and HR team for agent recommendations and reinforces corrective actions when necessary.
• Manages the daily operational process flow to achieve service levels and meet client standards.
• Supervises Team Leads’ participation to ensure the training they received is effectively applied in Operations and identifies if additional training is required.
• Keeps team members focused and on track by aligning their individual goals with overall business objectives.

Job Requirements:

Qualifications & Requirements

• Education: Bachelor’s degree preferred; major in Management or a related field is an advantage.
• Experience: Minimum of two years in a customer service or sales supervisory role (contact center or BPO experience preferred).
• Technical Skills: Proficient in Microsoft Excel, PowerPoint, Outlook, and Avaya systems. Adept in learning and using technologies and computers.
• Communication: Exceptional English verbal and written communication skills.
• Leadership: Strong people management, coaching, and motivational skills.
• Professionalism: Ability to remain calm, courteous, and solution-oriented under pressure, especially during peak hours.
• Reporting: Capable of preparing and presenting weekly and monthly reports to management.
• Work Setup: Must be willing to work on-site and in a shifting schedule.

Why Join Fusion CX?

At Fusion CX, leadership means more than managing performance but about creating impact through driving people. As a Team Leader in Manila, you will play a vital role in fostering a culture of excellence, accountability, and growth.

• Lead with Purpose: Guide teams to achieve service and quality benchmarks.
• Career Growth: Build your leadership path with ongoing development and recognition programs.
• Collaborative Culture: Work with global professionals who value teamwork, innovation, and integrity.
• Performance Rewards: Be part of an organization that celebrates results and continuous improvement.

Looking for team lead jobs in Manila, customer service leadership roles in Metro Manila, or call center supervisory careers in the Philippines? Apply now and lead with impact at Fusion CX.