Customer Care Supervisor

iScale Solutions, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive Salary

Vacation and Sick Leave credits

Health Coverage

Statutory Benefits

Learning Opportunities

Team Engagement

Modern Tools

Career Growth

Inclusive Culture

Job summary

iScale Solutions, Inc. is seeking a hands-on Customer Care Supervisor to lead a seasonal, high-volume technical support contact center.

You will stabilize daily performance, protect service levels, and build frontline accountability across phone, email and chat channels. The role partners with Escalations, QA, Training and technical support to ensure consistent product troubleshooting.” Ideal candidates have at least 2 years in contact center leadership, a direct yet respectful leadership style,

Qualifications

• Minimum 2 years of contact center leadership as Supervisor, Team Lead, or similar role.
• Direct, respectful leadership with accountability for attendance and performance.
• Calm, reliable leadership during high-volume days, shortages, and seasonal pressure.
• Provide clear daily updates on staffing, queue performance, risks and actions.
• Experience managing live phone, email, and chat queues in seasonal/high-volume environments.

Responsibilities

• Oversee daily attendance, staffing, queue coverage and peak-hour protection.
• Monitor phone, email and chat performance and take action before service levels fail.
• Coach agents on call control, AHT, hold time, quality and customer ownership.
• Support seasonal hiring, nesting, ramp-up, and post-peak stabilization.
• Collaborate with Escalations, QA, Training and tech support to improve troubleshooting consistency.
• Provide clear daily/weekly performance updates and help develop future team leads or senior agents.

Skills

Leadership

People management

Scheduling & staffing

Performance coaching

Communication

Customer service operations

Job description

About the role

We are seeking a hands-on Customer Care Supervisor who can lead a seasonal, high-volume technical support contact center while stabilizing daily performance, protecting service levels, and building frontline accountability.

Key responsibilities

• Manage daily attendance, staffing, queue coverage, and peak-hour protection.
• Monitor phone, email, and chat performance and take action before service levels fail.
• Coach agents on call control, AHT, hold time, quality, customer ownership, attendance, and adherence.
• Support seasonal hiring, training, nesting, ramp-up, and post-peak stabilization.
• Partner with Escalations, QA, Training, and technical support to improve product troubleshooting consistency.
• Provide clear daily and weekly performance updates and help develop future team leads or senior agents.

About you

• Minimum 2 years of contact center leadership experience as a Supervisor, Team Lead, or similar role.
• Direct, respectful leadership style with the confidence to manage attendance, adherence, coaching, documentation, and performance accountability.
• Calm, reliable, and visible during high-volume days, staffing shortages, seasonal pressure, and rapid business changes.
• Able to provide clear daily updates on staffing, queue performance, risks, and actions being taken.
• Comfortable working closely with U.S. leadership, escalating risks early, and following through without constant reminders.
• Experience managing live phone, email, and chat queues in a seasonal or high-volume environment.
• Strong understanding of service level, average wait, abandon rate, AHT, hold time, agent availability, schedule adherence, and backlog management.
• Able to make real-time staffing adjustments based on volume, coverage, skill level, attendance, and peak-hour demand.
• Experienced with seasonal ramp-up, rapid hiring, large new-hire classes, nesting, overtime coverage, attrition, and post-peak staffing transitions.
• Willing to support the customer queue when needed while maintaining supervisor ownership of performance and coverage.

Benefits

• Competitive Salary Package: Receive a pay package that matches your skills and experience.
• Vacation and Sick Leave credits: Enjoy vacation and sick leave credits to maintain work-life balance.
• Health Coverage: Get medical, dental, and vision insurance for you and your dependents.
• Government-Mandated Benefits: Full coverage of all statutory benefits like SSS, PhilHealth, and Pag-IBIG.
• Learning Opportunities: Access training, certifications, and mentorship to grow your career.
• Team Engagement: Join team-building activities and wellness programs.
• Modern Tools: Use the latest technology to excel in your role.
• Career Growth: Clear paths for promotion and professional development.
• Inclusive Culture: Be part of a diverse, supportive, and collaborative global team.

About us

iScale Solutions is a Managed Outsourcing and Staff Augmentation provider with operations in the Philippines, Madagascar and Singapore. We thrive to provide customized solutions and deeply integrate in our customers' business processes. We believe in recruiting the best available talent in the market, and offer our customers great value for their money.

Our Customer is the global leader in robotic pool cleaners, holding first place in market share and innovation. Our client is focused on enabling pool owners to get the most enjoyment from their pool by providing the best-performing and easiest pool cleaning solutions. Our customer pioneered the field of robotic pool cleaners more than 30 years ago.