Night Shift Customer Care Supervisor - Lead & Optimize

iScale Solutions; Philippines; On-site; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

Career growth opportunities

Mentorship

Job summary

iScale Solutions is seeking a capable supervisor to lead a high-volume contact center in a dynamic environment. You will oversee daily staffing, performance monitoring, and coaching to maintain service levels across phone, email, and chat channels.

The role requires hands-on leadership during peak periods, with regular updates to leadership and close collaboration with cross-functional teams to improve customer outcomes and team capability.

Qualifications

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

Skills

Leadership

Staff management

Performance coaching

Communication

Stakeholder collaboration

Education

Tools

Contact center software

Workforce management tools

Job description

iScale Solutions is seeking a capable supervisor to lead a high-volume contact center in a dynamic environment. You will oversee daily staffing, performance monitoring, and coaching to maintain service levels across phone, email, and chat channels.

The role requires hands-on leadership during peak periods, with regular updates to leadership and close collaboration with cross-functional teams to improve customer outcomes and team capability.