Call Center Supervisor & Talent Development Lead

ResultsCX; Lapu-Lapu; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Healthcare Benefits

Paid Training

Employee events

Job summary

ResultsCX is seeking a Call Center Supervisor in Lapu-Lapu, Philippines. You will lead a team of agents, drive performance, and coach staff to deliver world-class customer service.

The role includes hiring input, training, and ensuring accurate payroll inputs, while maintaining high service levels across regions. You will mentor agents, monitor calls, and coordinate with leadership to achieve client targets.

Qualifications

• Consistent attendance and punctuality.
• Experience as a mentor or team coach is preferred.
• Ability to exceed KPI targets in a fast-paced environment.
• Solid verbal and written communication skills.
• Analytical and troubleshooting expertise.

Responsibilities

• Directly manage team of 10 or more agents and participate in hiring and disciplinary decisions.
• Coach agent development and improve performance against KPIs.
• Conduct phone call monitoring and desk-side coaching to ensure service levels.
• Ensure agents have working equipment and up-to-date reference materials.
• Provide guidance on product or account issue resolution and troubleshooting.
• Maintain product and procedural knowledge through updates and trainings.
• Promote team morale and a positive working environment.
• Handle escalations professionally and multitask across tasks.

Skills

Mentor experience

Inbound contact center

Customer service

Phone skills

Multitasking

Tools

CRM software

Job description

ResultsCX is seeking a Call Center Supervisor in Lapu-Lapu, Philippines. You will lead a team of agents, drive performance, and coach staff to deliver world-class customer service.

The role includes hiring input, training, and ensuring accurate payroll inputs, while maintaining high service levels across regions. You will mentor agents, monitor calls, and coordinate with leadership to achieve client targets.