Customer Care Team Lead — Live Events & SLA Excellence

ECAM; Pasig; On-site; PHP 520,000 - 720,000; Full time

Job summary

ECAM is seeking a Customer Care Supervisor to lead the team responsible for authority calls and monitoring-related customer service. You will coach, train, and develop staff while ensuring adherence to standard operating procedures and continuous improvement.

You will oversee live event support, queue management, and performance reporting, driving high-quality service for customers and stakeholders across North American and local operations.

Qualifications

• Experience managing voice and non-voice teams against SLAs, CSAT, and capacity utilization targets.
• Experience governing incident, change, service request, and problem workflows.
• Leadership experience in people management, coaching for performance.
• Project management, organization, and stakeholder management experience.
• Experience using a CRM or ticketing system (e.g., Salesforce) and workforce reporting tools.
• Experience supervising alarm monitoring, central station, security, or emergency dispatch teams.
• 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

• Authority Call Oversight: Oversee authority calls for the Monitoring team, ensuring procedures and quality.
• Live Event Support: Act as escalation point during active events and complex, high-risk calls.
• Workflow Governance: Govern incident, change, service requests, and problem workflows.
• Queue & Capacity Management: Manage phone, email, and ticket queues, staffing, and shifts.
• Quality Review: Review call recordings and documentation for accuracy and gaps.
• Customer Escalations: Handle escalated complaints and drive resolution with internal teams.
• Performance Reporting: Track team KPIs like response time, SLA adherence, CSAT, backlog.

Skills

Voice & non-voice leadership

SLAs & KPIs management

Coaching & training

Stakeholder management

CRM / ticketing (Salesforce)

Tools

Salesforce

Job description

ECAM is seeking a Customer Care Supervisor to lead the team responsible for authority calls and monitoring-related customer service. You will coach, train, and develop staff while ensuring adherence to standard operating procedures and continuous improvement.

You will oversee live event support, queue management, and performance reporting, driving high-quality service for customers and stakeholders across North American and local operations.