Eucalyptus - Contact Center Team Lead (UK Support), Manila

• 1. Team Management & Daily Operations • Run daily stand-ups to align the team on ticket handling strategy, priorities, blockers, and important updates — ensuring every agent starts the day informed and focused • Monitor all queues, assign tickets to agents, and manage workload balance across the team — including backlog management and cross-team absorption where needed • Act as the first point of support for all agents — approachable, responsive, and genuinely invested in helping the team succeed • Collaborate actively with other Team Leads to discuss blockers, trends, and insights, and to support each other in delivering consistently strong team lead performance • 2. Performance Management & Agent Development • Conduct weekly 1:1 performance reviews with each agent, providing structured feedback, coaching, and a genuine listening ear • Prepare for each 1:1 proactively, including discussion with the QA analyst to ensure feedback is grounded in both quantitative and qualitative insight • Hold agents accountable to defined KPIs with fairness, clarity, and consistency • Identify underperformance early, design and execute relevant performance improvement plans, and escalate material performance issues to the Service Delivery Lead with clear documentation and recommendations • Foster an environment of psychological and emotional safety where agents feel confident to raise concerns, ask questions, and grow • 3. Reporting & Data Analysis • Own, lead, and perform data analysis and reporting at agent, team, and function level • Track and report on all key metrics as defined with the Service Delivery Lead, providing both quantitative figures and qualitative context • Prepare weekly, monthly, and cycle reports — each including a clear status against targets and SLAs, and a concrete action plan to address any shortfalls • Proactively extract and share insights from CSAT data, identifying patterns and root causes rather than just reporting numbers • Provide each agent with a weekly individual performance report covering both quantitative results and qualitative feedback including CSAT reasons • Identify and report cross-functional trends and insights to relevant stakeholders • 4. Recurrent Meetings & Stakeholder Engagement • Attend, prepare for, and actively contribute to all recurring meetings including Patient Ops Weekly Priorities, PX/MS Weekly Process Updates, and 1:1s with the Service Delivery Lead • Come to every meeting with a point of view — prepared, engaged, and ready to contribute meaningfully • 5. Escalation Management • Act as the escalation point for complex or sensitive patient situations before they are handed off to the escalation team or Senior Associate • Assess escalations quickly and accurately, resolving independently where within scope and escalating further when required • Communicate escalation situations proactively and efficiently to relevant stakeholders, supported by clear and concise data • Manage ad-hoc tasks as they arise including hiring support, PIP management, and specific issue follow-up • Approach unplanned work with flexibility and ownership — ad-hoc does not mean unstructured, and every task is handled with the same rigor as planned work • 7. Culture & Team Engagement • Act as a Culture Champion — embodying Euc's values and cycle principles in every interaction and decision • Lead with empathy, care, and understanding while setting a high standard of professionalism across the team • Ensure agents respect and adopt new ways of working, supporting transitions with clarity and positivity • Partner with the People team and Senior Associates to organize social initiatives and team events that foster togetherness and a patient-first mentality • Be a positive energy setter — the kind of leader whose presence raises the standard and the mood of the room • 8. Innovation & Process Improvement • Own and drive process improvement initiatives within the team, working closely with Senior Associates to identify gaps and frame practical solutions • Act as a change champion — embracing new ways of working and advocating for them with energy and conviction • Build business cases and supporting reports to advocate for improvements and bring them to the attention of the Service Delivery Lead • Continuously look for innovation opportunities that make the team faster, better, and more patient-focused • Strong Leader • Preferably experienced with online/remote/virtual work (not essential). • Tech-Savvy: Proficient in Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity/project management tools. Quick to adapt to new systems and technologies. Having experience in Zendesk is a huge plus. • Tech-Savvy • Strong Communicator • Experience in healthcare support or a customer-facing role is a plus. • People Person: Motivates others toward common goals, works well with diverse personalities, and creates an inclusive, psychologically safe environment where people feel heard and valued. • People Person • Exceptional Problem-Solver: Approaches complex challenges with creativity and critical thinking. Troubleshoots effectively, resolves technical/operational issues, and knows when to ask clarifying questions. You balance being hands-on in day-to-day operations with providing strategic input to leadership. You thrive in a mission-driven, fast-growing environment and believe in putting patients/customers first. • Exceptional Problem-Solver • Progressive Thinker: You don’t just put out fires — you look for root causes and systemic fixes. You use data, feedback loops, and cross-functional collaboration to improve processes at scale. You’re progressive in your approach, anticipating future challenges and opportunities instead of only reacting to the present. • Progressive Thinker: • Ethical Leader: Known for integrity and discretion, with the courage to challenge gossip, exclusion, or toxic behaviours. You set a high ethical standard, fostering a culture of trust, accountability, and psychological safety. • Ethical Leader • Proactive: A charismatic “can-do” attitude with minimal need for supervision. Takes ownership, goes the extra mile, and is motivated by impact and helping others. • Proactive • Learner’s Mindset: Embraces challenges as learning opportunities. Adapts quickly in fast-paced environments, strives for excellence, and continuously improves. You thrive in a mission-driven, fast-growing environment and view challenges as opportunities to learn. This role also offers growth opportunities into broader leadership areas such as operations, strategy, or project management. • Learner’s Mindset • You are willing to work full-time (40 hours/week) in a hybrid set up and able to work on a rotating 24/7 schedule • You are located near or within Metro Manila, Philippines • You have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment) • You have stable internet connection at home: 30 Mbps minimum