Customer Care Supervisor - Lead High-Volume Support

iScale Solutions; Makati; On-site; PHP 446,000 - 714,000; Full time

Benefits offered by this job

Competitive Salary Package

Vacation and Sick Leave credits

Health Coverage

Government-Mandated Benefits

Learning Opportunities

Team Engagement

Modern Tools

Career Growth

Inclusive Culture

Job summary

iScale Solutions in Makati, Philippines is seeking a seasoned contact center leader to oversee daily attendance, staffing, queue coverage, and peak-hour protection.

You will monitor phone, email, and chat performance, coach agents, support seasonal hiring, and partner with Escalations, QA, Training, and technical support to raise troubleshooting consistency. The role offers growth, learning opportunities, and a collaborative global team.

Qualifications

• 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.

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

Coaching

Staffing management

Real-time decision-making

Communication with US leadership

Job description

iScale Solutions in Makati, Philippines is seeking a seasoned contact center leader to oversee daily attendance, staffing, queue coverage, and peak-hour protection.

You will monitor phone, email, and chat performance, coach agents, support seasonal hiring, and partner with Escalations, QA, Training, and technical support to raise troubleshooting consistency. The role offers growth, learning opportunities, and a collaborative global team.