Night Shift Contact Center Team Lead

Peak Outsourcing; Pajo; On-site; PHP 420,000 - 750,000; Full time

Job summary

Peak Outsourcing in Cebu is seeking a Team Leader to coach and manage a team of contact center agents, driving KPIs, first-call resolution, and exceptional service.

You will align the team with products, policies, and site navigation while maintaining a positive, high-performing work environment; night shift is required.

This role reports to the Contact Center Manager and offers growth through hands-on leadership and cross-functional collaboration.

Qualifications

• Minimum 1 year supervisory/leadership experience.
• Excellent verbal and written English communication; results-driven.
• Willingness to work night shift.

Responsibilities

• Lead daily performance and provide ongoing feedback to agents.
• Monitor metrics (e.g., CSAT, attendance) and conduct QA call listening.
• Handle escalated customer issues and potential 24/7 on-call rotation.
• Foster positive morale and coordinate with support teams and stakeholders.

Skills

Team Leadership

English communication

Night shift availability

Job description

Peak Outsourcing in Cebu is seeking a Team Leader to coach and manage a team of contact center agents, driving KPIs, first-call resolution, and exceptional service.

You will align the team with products, policies, and site navigation while maintaining a positive, high-performing work environment; night shift is required.

This role reports to the Contact Center Manager and offers growth through hands-on leadership and cross-functional collaboration.