Contact Center Team Lead (UK Support), Manila

The role

The Team Lead manages Manila support teams to ensure agents deliver consistent and safe patient interactions. You will handle people management, performance driving, and operational problem solving.

What you will do

• Run daily stand-ups to align the team on ticket handling strategy and priorities
• Monitor all queues, assign tickets, and manage workload balance
• Act as the first point of support for all agents
• Conduct weekly 1:1 performance reviews with each agent
• Identify underperformance and execute performance improvement plans
• Perform data analysis and reporting at agent, team, and function level
• Prepare weekly, monthly, and cycle reports against targets and SLAs
• Act as the escalation point for complex or sensitive patient situations
• Drive process improvement initiatives within the team
• Organize social initiatives and team events

Required qualifications

• At least 4 years of full-time leadership experience in a startup, international, or tech company
• Excellent command of English, both spoken and written
• Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, and Notion
• Willing to work full-time (40 hours/week) in a hybrid set up
• Able to work on a rotating 24/7 schedule
• Located near or within Metro Manila, Philippines
• Have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment)
• Have stable internet connection at home: 30 Mbps minimum

Nice to have

• Experienced with online/remote/virtual work
• Experience in Zendesk is a huge plus
• Experience in healthcare support or a customer-facing role is a plus

Benefits

• Sick leave
• Maternal/paternal leave
• Compassionate leave
• Vacation leave
• Personal health days leave
• Budget to encourage well-being
• Health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide
• Health insurance coverage of up to two dependents
• Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF)
• 13th month pay
• Transportation allowance for reporting to Makati office
• Annual professional development budget

About the company

Eucalyptus is a consumer healthcare platform supporting patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. They joined Hims & Hers to deliver care on a global scale.