Apprentice Customer Care Supervisor

ECAM Technologies Corporation; Iloilo; On-site; PHP 420,000 - 660,000; Full time

Job summary

ECAM Technologies Corporation in Iloilo is seeking a Customer Care Supervisor to lead the Customer Care team, oversee operations, and ensure SLA and KPI targets are met. The role focuses on coaching, training, and developing staff while enforcing robust processes.

You will monitor calls, manage queues, and coordinate with Monitoring and Support groups, driving continuous improvement and delivering high-quality service for ECAM customers.

Qualifications

• Experience managing voice and non-voice teams against SLAs, CSAT, and capacity utilization targets.
• Experience governing incident, change, service request, and problem workflows.
• Leadership experience in people management, specifically coaching for performance.
• Project management, organization, and stakeholder management experience.
• Experience using a CRM or ticketing system (e.g., Salesforce) and workforce or queue reporting tools.
• Experience supervising alarm monitoring, central station, security, or emergency dispatch teams.
• Familiarity with North American emergency services, including non-emergency police lines.
• Prior experience as a Customer Care Specialist or in a monitoring role at ECAM.

Responsibilities

• Oversee authority call oversight and ensure procedures and quality expectations.
• Provide live event support as escalation point for high-risk calls.
• Govern incident, change, service request, and problem workflows.
• Manage phone, email, and ticket queues and staffing to meet SLA.
• Review call recordings and event records for accuracy and gaps.
• Handle escalated customer complaints and drive resolution.
• Track and report team KPIs such as response time, SLA adherence, CSAT, FCR, backlog.
• Develop strategies and lead projects to improve service quality.
• Own and maintain SOPs, call scripts, and knowledge base content.

Skills

Team leadership

SLA management

CSAT focus

Workflow governance

Project management

CRM / ticketing

Stakeholder management

Coaching for performance

BCP readiness

Performance reviews

Tools

Salesforce

Job description

ECAM Technologies Corporation in Iloilo is seeking a Customer Care Supervisor to lead the Customer Care team, oversee operations, and ensure SLA and KPI targets are met. The role focuses on coaching, training, and developing staff while enforcing robust processes.

You will monitor calls, manage queues, and coordinate with Monitoring and Support groups, driving continuous improvement and delivering high-quality service for ECAM customers.