Night-Shift Team Lead, Contact Center Operations

Peak Outsourcing; Pajo; On-site; PHP 312,000 - 469,000; Full time

Job summary

Peak Outsourcing in Cebu seeks a Team Leader to coach and manage a contact center team to hit KPIs, improve first-call resolution, and deliver outstanding service.

You will lead daily performance reviews, monitor metrics like revenues and CSAT, handle escalations, and support ongoing employee engagement, with possible 24/7 on-call duties.

A minimum of one year in a supervisory role in a BPO is preferred; strong English communication and night shift availability are required.

Qualifications

• Minimum 1 year of supervisory/leadership experience
• BPO startup experience is a strong advantage
• Excellent verbal and written English communication skills
• Amenable to working the night shift

Responsibilities

• Team Leadership & Coaching: Manage daily performance, provide ongoing feedback, and address disciplinary actions.
• Performance & Quality Assurance: Monitor metrics and conduct QA call listening to ensure quality.
• Operational & Customer Support: Handle escalated complaints and resolve operational issues.
• Employee Engagement: Foster morale, promote career growth, and maintain open communication with teams.

Skills

English communication

Leadership

Coaching

Job description

Peak Outsourcing in Cebu seeks a Team Leader to coach and manage a contact center team to hit KPIs, improve first-call resolution, and deliver outstanding service.

You will lead daily performance reviews, monitor metrics like revenues and CSAT, handle escalations, and support ongoing employee engagement, with possible 24/7 on-call duties.

A minimum of one year in a supervisory role in a BPO is preferred; strong English communication and night shift availability are required.