Contact Center Operations Lead

Myglit Intelligence; Pasay; On-site; PHP 279,000 - 446,000; Full time

Job summary

Myglit Intelligence is seeking a seasoned contact center supervisor to lead a team of customer service representatives. You will coach, train and provide performance feedback to enhance service quality and staff development.

Responsibilities include monitoring team metrics, implementing QA processes, and collaborating with department heads to optimize workflows while ensuring adherence to client requirements and internal policies. A positive, engaging environment is essential to drive retention.

Qualifications

• 1–2 years’ experience in a contact center supervisory role.
• Strong people management and leadership skills.
• Excellent verbal and written communication.
• Proficient with contact center software and reporting tools.
• Understanding of contact center metrics and performance improvement.
• Familiarity with compliance and QA processes.

Responsibilities

• Coach and train representatives; provide performance feedback.
• Monitor and analyze team performance metrics.
• Implement QA processes and feedback for excellence.
• Collaborate with department heads to optimize workflows.
• Foster a positive, motivating environment to improve retention.
• Identify and address operational issues escalated to senior management.
• Ensure compliance with client requirements, contractual obligations and internal policies.

Skills

People management

Coaching

Performance feedback

Metrics analysis

Quality assurance

Collaboration

Team motivation

Issue resolution

Policy compliance

Communication

Job description

Myglit Intelligence is seeking a seasoned contact center supervisor to lead a team of customer service representatives. You will coach, train and provide performance feedback to enhance service quality and staff development.

Responsibilities include monitoring team metrics, implementing QA processes, and collaborating with department heads to optimize workflows while ensuring adherence to client requirements and internal policies. A positive, engaging environment is essential to drive retention.