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Job Openings, Let's work together!

We’re always looking for creative, customer-centered people who love interacting with customers. Our team members are motivated, smart, and passionate about using technology to serve others. Join our growing team.

Team Leader

Available Position: 3

Location: Baliuag, Bulacan

Team Leader

We are looking for a Qualified Team Leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis.

Required Experience:
At least 2 years of experience

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Customer Service Representative

Available Position: 40

Location: Baliuag, Bulacan

Customer Service Representative

A customer service representative assists customers by providing useful information, responding to inquiries, and handling complaints. 

Required Experience:
No Experience Required | up to 5yrs of Experience

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Operation Manager

Available Position: 2

Location: Baliuag, Bulacan

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Digital Marketing Specialist

Available Position: 1

Location: Baliuag, Bulacan

Digital Marketing Specialist

A digital marketing manager generally in charge of designing, planning, executing, and managing the complete digital marketing strategy.

Required Experience:
at least 1 year of experience

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Finance and Accounting Manager

Available Position: 1

Location: Baliuag, Bulacan

Customer Service Representative

Qualification:
– Certified Public Accountant
 – Experience in Management, Accounting, or a related field may be preferred.
– Excellent leadership and communication skills.
– Strong understanding of accounting, finance, and management principles.
– Exceptional math skills.
– Proficiency with computers, especially bookkeeping software and MS Office.
– High level of efficiency and accuracy.

Required Experience:
No Experience Required | up to 5yrs of Experience

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Ecxperience News & Updates

Welcome to the ECXperience News & Updates section, where we share important company announcements, achievements, and industry insights. Discover the latest events, project highlights, and organizational milestones that reflect our dedication to delivering remarkable customer experience and digital solutions.

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Team Leader

Job Description

The Team Leader is responsible for guiding, coaching, and developing a team of customer service representatives to meet performance targets and deliver high-quality service. This role ensures operational excellence by monitoring real-time performance, addressing escalations, and maintaining strong communication between the team and management.

Key Responsibilities

Team Performance & Coaching

  • Monitor daily performance and ensure agents meet KPIs such as AHT, QA score, attendance, and customer satisfaction.

  • Conduct regular coaching, feedback sessions, and mentoring for skill improvement.

  • Lead team huddles and communicate updates, reminders, and performance insights.

Operations Management

  • Manage schedules, breaks, and adherence to maintain service level requirements.

  • Handle escalations and complex customer concerns professionally and efficiently.

  • Coordinate with QA, Training, and Workforce teams to support agent development and productivity.

Reporting & Documentation

  • Prepare performance reports, action plans, and progress tracking for each team member.

  • Analyze trends and recommend solutions to improve process efficiency and overall team output.

People & Culture

  • Foster a positive, motivating, and accountable work environment.

  • Assist with onboarding and upskilling new hires assigned to the team.

  • Implement company policies and maintain high standards of professionalism.

Qualifications

  • At least 1–2 years of Team Leader experience in a BPO or contact center environment.

  • Strong understanding of KPIs, operations workflow, and customer service metrics.

  • Excellent communication, leadership, and conflict resolution skills.

  • Ability to multitask, manage pressure, and deliver consistent results.

  • Familiarity with CRM tools, reporting platforms, and call handling systems.

Preferred Skills

  • Experience handling customer support operations (voice, non-voice, or blended).

  • Knowledge of coaching frameworks and performance management processes.

  • Strong analytical and decision-making abilities.

  • Flexible with schedule and willing to work on shifting hours.

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