CX Team Lead
A
AventusE-commerce BPO
Work from anywhere in PhilippinesFull-TimeLead
Salary$7+ / hour
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 2+ years of hands-on experience in a leadership, coaching, or team lead role
- Required Skills
- Quality AssuranceGoogle WorkspaceSlackCoaching
Requirements
- Proven experience leading or managing customer support for a Direct-to-Consumer (DTC) brand.
- 2+ years of hands-on experience in a leadership, coaching, or team lead role.
- Demonstrated experience in a remote BPO or high-growth environment.
- Exceptional written and verbal English communication skills.
- Documented ability to drive measurable performance improvement through structured coaching.
- Expert comfort using productivity tools such as Slack, Monday.com, and Google Workspace.
- Strong attention to detail regarding compliance, quality assurance, and performance metrics.
- Proven ability to use performance dashboards to inform coaching and decision-making.
- Strong remote leadership capabilities with the ability to maintain energy and positivity in a virtual team.
Responsibilities
- Meticulously monitor performance dashboards, queue health, and agent output to ensure adherence to KPIs like SLA, CSAT, and Quality Score.
- Implement a high-energy, structured coaching framework through regular 1:1 sessions to foster team improvement.
- Maintain rigorous compliance with WFH data privacy and security standards (ISO, PCI).
- Utilize remote tools such as Scorebuddy and CRMs to perform deep-dive analysis on quality and productivity trends.
- Provide clear, asynchronous updates via Slack, Monday.com, and email regarding campaign health and performance metrics.
- Lead team adaptability to new DTC products, service processes, or tool updates.
- Manage team schedule adherence and assist with basic technical troubleshooting to keep the team operational.
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