Onsite Call Center Supervisor & Performance Leader

Nityo Infotech Inc.; Quezon City; On-site; PHP 502,200 - 725,400; Full time

Job summary

Nityo Infotech Inc. is seeking a senior Team Lead to manage a Quezon City call center team onsite, guiding daily operations and ensuring SLA compliance. The role requires strong leadership and communication skills with experience in a fast-paced contact center environment.

The position is full-time with shifting schedules and immediate availability, based in Vertis North, Quezon City. Ideal candidates have a college degree and proven supervisory experience.

Qualifications

• Preferably a college graduate and proven experience in a Team Lead or Supervisor role in a contact center or operations environment.
• Strong oral and written communication skills and the ability to manage teams effectively.
• Proficient in MS Office applications (Word, Excel, PowerPoint) and willing to work onsite on shifting schedules.

Responsibilities

• Manages the departmental operations for the call center and coordinates with client leadership for issue resolution.
• Oversees monitoring of call volumes to maintain Service Level Agreements; directs, supervises, and evaluates workflow.
• Conducts forecast activities for call patterns and staffing needs.
• Establishes procedures and scripts for team members and drives process improvements based on call metrics.
• Ensures reporting accuracy and timeliness across the team.
• Manages call lists and verifies tracking processes and contact attempts.
• Resolves systems problems that may affect departmental standards.

Skills

Leadership

Communication skills

Education

College degree preferred

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Nityo Infotech Inc. is seeking a senior Team Lead to manage a Quezon City call center team onsite, guiding daily operations and ensuring SLA compliance. The role requires strong leadership and communication skills with experience in a fast-paced contact center environment.

The position is full-time with shifting schedules and immediate availability, based in Vertis North, Quezon City. Ideal candidates have a college degree and proven supervisory experience.