Customer Care Team Lead - Drive Quality & SLAs

ECAM Technologies Corporation; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

ECAM Technologies Corporation in Pasig, Philippines seeks a Customer Care Supervisor to lead the Customer Care team, ensuring SLA/KPI targets and high-quality service. You will coach, train, and develop staff, roll out SOPs, and drive continuous improvement across operations.

The role includes coaching, performance reviews, and close collaboration with Monitoring, QA, and Sales teams to improve customer outcomes.

Qualifications

• Experience managing voice and non-voice teams against SLAs, CSAT, and capacity utilization.
• Experience governing incident, change, service request, and problem workflows.
• Leadership in people management, coaching for performance.
• Project management, organization, and stakeholder management.
• Experience using a CRM or ticketing system (Salesforce) and queue reporting tools.
• Experience supervising alarm monitoring, central station, security, or emergency dispatch.
• Familiarity with North American emergency services, including non-emergency police lines.
• Prior experience as a Customer Care Specialist or in a monitoring role at ECAM.

Responsibilities

• Oversee authority calls and ensure adherence to procedures and quality.
• Act as escalation point during active events and for high-risk calls.
• Govern workflows for incidents, changes, service requests, and problems.
• Manage queues, staffing, and shift coverage to meet SLA.
• Review call recordings and documentation for accuracy and gaps.
• Handle escalated customer complaints and drive resolution.
• Track and report team KPIs including CSAT and first-contact resolution.
• Partner with Monitoring, Site Optimization, QA, Training, SMEs, and Support to deliver service.
• Collaborate with Customer Success Managers on account health.
• Present performance to North American leadership.

Skills

SLAs & CSAT

Incident workflows

People leadership

Project management

CRM / ticketing tools

Alarm/Monitoring ops

North America emergency services

ECAM monitoring experience

Tools

Salesforce

Job description

ECAM Technologies Corporation in Pasig, Philippines seeks a Customer Care Supervisor to lead the Customer Care team, ensuring SLA/KPI targets and high-quality service. You will coach, train, and develop staff, roll out SOPs, and drive continuous improvement across operations.

The role includes coaching, performance reviews, and close collaboration with Monitoring, QA, and Sales teams to improve customer outcomes.