Night-Shift Client Operations Lead: Coaching & QA

Cooee Inc; Makati; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO on Day 1

Coaching and guidance

Team connections

Learning opportunities

IT equipment provided

Government benefits

Job summary

Cooee Inc is seeking a Night Shift Team Lead to oversee daily helpdesk operations from Makati, ensuring SLA adherence and balanced workloads. You will coach, onboard, and manage performance, while maintaining policy compliance.

You will collaborate across teams to resolve escalated issues, analyze data to spot trends, and drive improvements in service quality. Strong communication and time-management skills are essential.

Qualifications

• Experience in team leadership, coaching, QA, or performance management.
• Strong communication, problem-solving, and time-management skills.

Responsibilities

• Oversee daily helpdesk activities, balancing team workloads and keeping case resolution on track against agreed SLAs.
• Develop team capability through coaching, feedback, onboarding support, and performance management.
• Monitor service quality and team KPIs, addressing gaps and reinforcing compliance with policies, SOPs, and quality standards.
• Take ownership of escalated client matters and coordinate the resolution of complex operational issues.
• Collaborate across teams to address recurring issues, improve processes, and strengthen service delivery.
• Analyse operational and performance data, identify trends, and recommend improvements that support efficiency and service quality.

Skills

Team leadership

Coaching

QA

Performance management

Job description

Cooee Inc is seeking a Night Shift Team Lead to oversee daily helpdesk operations from Makati, ensuring SLA adherence and balanced workloads. You will coach, onboard, and manage performance, while maintaining policy compliance.

You will collaborate across teams to resolve escalated issues, analyze data to spot trends, and drive improvements in service quality. Strong communication and time-management skills are essential.