Customer Care Supervisor: Lead, Coach & Optimize Queues

iScale Solutions; Philippines; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Competitive salary package

Vacation and sick leave credits

Health coverage

Government-mandated benefits

Job summary

iScale Solutions in the Philippines is seeking a seasoned contact center supervisor to lead daily attendance, staffing, queue coverage, and peak-hour protections. You will monitor phone, email, and chat performance, coach agents on call control, AHT, and quality, and collaborate with Escalations, QA, Training, and support teams to improve troubleshooting and service levels.

This role offers a competitive salary package with health coverage and opportunities for growth within a global team.

Qualifications

• Minimum 2 years in a leadership role within a contact center (Supervisor, Team Lead or similar).
• 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.

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.

Skills

Contact center leadership

Staffing management

Performance coaching

Real-time decision making

Stakeholder communication

Tools

Robotics product knowledge

Technical support tools

Job description

iScale Solutions in the Philippines is seeking a seasoned contact center supervisor to lead daily attendance, staffing, queue coverage, and peak-hour protections. You will monitor phone, email, and chat performance, coach agents on call control, AHT, and quality, and collaborate with Escalations, QA, Training, and support teams to improve troubleshooting and service levels.

This role offers a competitive salary package with health coverage and opportunities for growth within a global team.