Customer Care Supervisor (Night Shift)

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

• 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.

Requirements

Requirements:

Leadership Priorities

• Minimum 2 years of contact center leadership experience as a Supervisor, Team Lead, or similar role.
• Direct, respectful leadership style with the confi dence 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.

Contact Center Experience

• 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.

Technical Knowledge

• Technical support background strongly preferred; engineering experience is not required.
• Comfortable learning and coaching troubleshooting for robotic pool cleaners, including power, connectivity, motors, movement, cables, power supplies, app issues, fi lters, cleaning performance, warranty, repair, and parts support.
• Preferred experience includes consumer electronics, robotic products, smart-home or app-enabled devices, mechanical or electrical product support, repair centers, warranty claims, and parts fulfi llment.
• Experience with robotic vacuums, robotic lawn or home-maintenance equipment, pool maintenance, pumps, fi lters, cleaners, or related products is a strong plus.

What we offer:

• 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 Benefi ts: Full coverage of all statutory benefi ts like SSS, PhilHealth, and Pag-IBIG.
• Learning Opportunities: Access training, certifi cations, 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.