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SENIOR RESPONSE TEAM LEAD

XTN-F9AC339

City
Taguig City, Philippines
Schedule
Office Location
SM AURA OFFICE TOWER

Make your next big career move by applying as KMC Solutions' next SENIOR RESPONSE TEAM LEAD

Structural Model

Due to the 24/7 nature of The Pulse, two Response Team Supervisors are appointed to ensure:

  • Continuous leadership coverage
  • Consistent escalation decisions
  • Uniform policy enforcement
  • Stable quality control across shifts
  • Ongoing coaching and onboarding support

Both supervisors operate at the same level and collaborate closely to ensure consistency of standards and alignment.

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a SENIOR RESPONSE TEAM LEAD include:

Core Responsibilities

1. Hands-On Pulse Execution

The Supervisor remains operationally active and participates in:

  • Handling urgent requests, cancellations, and modifications
  • Managing in-stay issues and complaint recovery
  • Handling refund and credit cases
  • Communicating with clients via WhatsApp, email, and phone
  • Using Salesforce Omni-Channel and extranet tools for real-time solutions

The Supervisor maintains operational credibility through direct case involvement.

2. 24/7 Shift Oversight and Continuity

  • Ensure structured shift handovers with clear case visibility
  • Maintain discipline in follow-ups and case closure
  • Monitor SLA compliance across all channels
  • Identify workload imbalances and intervene proactively
  • Support duty roster planning and shift balancing

The Supervisor ensures that no service degradation occurs between shifts.

3. First-Level Escalation Authority

The Supervisor acts as the first escalation layer for:

  • Any Voyager-related matter
  • In-stay complaints
  • Benefit failures
  • High-value cancellations
  • Refund or credit disputes
  • VIC disruptions
  • Sensitive service recovery cases

Escalation to the Director occurs only in cases involving:

  • High financial exposure
  • Strategic partnership risk
  • Reputational risk
  • Policy decision requirements

4. Coaching and Onboarding

  • Lead structured onboarding for new Response Team members
  • Conduct regular case reviews and coaching sessions
  • Deliver training on:
    • Crisis communication
    • Luxury reassurance tone
    • Complaint recovery standards
    • Escalation matrix discipline
    • Concierge boundaries
  • Reinforce emotional intelligence and decision discipline

The Supervisor ensures coaching is consistent, documented, and improvement-focused.

5. Policy Compliance and Quality Governance

  • Enforce escalation matrix and SOP adherence
  • Ensure correct application of:
    • Refund and credit handling procedures
    • Partnerships loop protocol
    • Membership boundary rules
    • Concierge limitations
  • Prevent policy drift and inconsistent case handling

6. Mistake Documentation and Improvement Tracking

The Supervisor must maintain structured documentation of:

  • SLA misses
  • Tone inconsistencies
  • Escalation errors
  • Process violations
  • Repeated service failures

For each documented case:

  • Nature of issue
  • Root cause
  • Impact assessment
  • Corrective coaching delivered
  • Preventive action
  • Follow-up date

Documentation must be factual, constructive, and improvement-oriented.

7. Reporting and Partnerships Coordination

  • Contribute to monthly reporting on:
    • Hotel complaints per property
    • Benefits not honored
    • Refund and credit disputes
  • Escalate recurring hotel performance issues to Partnerships with structured data
  • Ensure complaints are framed professionally and solution-focused

To apply, you must be an expert on the following requirements:

Structural Justification for Two Team Lead

The Pulse operates in a 24/7 environment with high-pressure, real-time client interactions. A single team lead is insufficient to guarantee:

  • Continuous policy enforcement
  • Stable coaching follow-up
  • Quality control across all shifts
  • Escalation consistency
  • Sustainable workload balance

This model ensures leadership continuity similar to luxury hotel operations, where supervisory coverage is required across every shift (Morning, Afternoon and Evening).

This structure reduces risk, stabilizes standards, improves coaching effectiveness, and prevents policy inconsistency.

The following expectations apply to both Team Leads:

  1. They reduce operational escalations reaching the Director by at least 50 percent.
  2. They handle first-level escalations independently and confidently.
  3. They enforce SOPs without exception.
  4. They coach consistently and document performance gaps.
  5. They maintain calm, structured leadership under pressure.
  6. They ensure continuity and alignment between shifts by leading the Shift Briefings.
  7. They contribute to improving overall service discipline and maturity.
  8. They are obsessed with Excellent service execution and can challenge the status quo
  9. They are resourceful and advocates to secure hard to get services for our discerning Voyagers.

Readiness Timeline (Internal Promotion)

Weeks 1 to 2

  • Support shift guidance
  • Begin handling simple escalations
  • Demonstrate leadership presence

Weeks 3 to 6

  • Handle first-level escalations independently
  • Begin structured coaching with internal documentation and not through KMC
  • Reinforce policy compliance
  • Prepare the Duty Roster

Weeks 7 to 12

  • Operate autonomously as shift authority
  • Reduce Director intervention significantly
  • Deliver structured reporting and quality control

Note: For External talent, I expect 5-6 months to fully master the TD function, then the Leadership role.

 

It will also be favorable if you are knowledgeable in:

Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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