Lead, Contact Center Coaching & Seasonal Ramp-Up

iScale Solutions; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

iScale Solutions in Makati, Philippines, is seeking a proactive Contact Center Supervisor to lead daily attendance, staffing, queue coverage, and peak-hour protection. You will monitor multi-channel performance, coach agents on call handling, AHT, and adherence, and support seasonal hiring, nesting, and ramp-up.

You will collaborate with Escalations, QA, Training, and tech support to improve troubleshooting consistency and provide concise daily/weekly performance updates.

Qualifications

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

Job description

iScale Solutions in Makati, Philippines, is seeking a proactive Contact Center Supervisor to lead daily attendance, staffing, queue coverage, and peak-hour protection. You will monitor multi-channel performance, coach agents on call handling, AHT, and adherence, and support seasonal hiring, nesting, and ramp-up.

You will collaborate with Escalations, QA, Training, and tech support to improve troubleshooting consistency and provide concise daily/weekly performance updates.