Night Shift Operations Lead — Customer Service

Acquire Intelligence; Eastern Manila District; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties with bigs

Value Awards recognition

Real career growth with internal/prom

Job summary

Acquire Intelligence is seeking an Operations Team Leader based in Ortigas, Pasig City to manage a night-shift customer service team, drive performance, and ensure service quality. You will act as the senior point of contact for your team, overseeing schedules, coaching, and escalation resolution.

The role emphasizes leadership, data-driven insights, and collaboration across departments to meet customer service objectives and business goals.

Qualifications

• 2-3 years experience in a customer service or call centre as supervisor or team leader.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical skills to interpret data and metrics.
• Proficiency in relevant software/systems used in customer service operations.
• Problem-solving mindset with ability to implement solutions.
• Flexibility to work night shift hours.
• Customer-focused approach with commitment to service standards.
• Knowledge of QA and performance management practices (preferred).

Responsibilities

• Lead, supervise and motivate a team of customer service representatives during night shift operations.
• Monitor adherence to quality standards, SLAs and performance metrics.
• Conduct performance reviews, coaching and feedback sessions.
• Manage schedules, timesheets, attendance and leaves.
• Handle escalated customer issues and complaints; provide resolutions.
• Identify training needs and coordinate development programmes.
• Prepare operational reports and team metrics for management.
• Implement process improvements to enhance efficiency and reduce costs.
• Ensure compliance with policies and regulatory requirements.
• Coordinate with other departments and share updates.

Skills

Leadership

People management

Communication

Analytical thinking

Problem solving

Night shift

Customer focus

Tools

CRM/CS software

Job description

Acquire Intelligence is seeking an Operations Team Leader based in Ortigas, Pasig City to manage a night-shift customer service team, drive performance, and ensure service quality. You will act as the senior point of contact for your team, overseeing schedules, coaching, and escalation resolution.

The role emphasizes leadership, data-driven insights, and collaboration across departments to meet customer service objectives and business goals.