Onsite Contact Center Team Lead — Shifted Schedule

Global Payments Inc.; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Global Payments Inc. is seeking a Team Lead / Supervisor for the Contact Center to oversee daily operations, drive service levels, and coordinate with client stakeholders. You will lead a team of 15–20 agents, coach performance, manage schedules, and implement process improvements in a fast-paced environment onsite at Vertis North, Quezon City.

Availability to start ASAP. Proven experience in leadership within a contact center, strong English communication, and knowledge of SLA/KPI targets will

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• At least 3 years in a Team Lead or Supervisor role in Contact Center/Operations.
• Proven ability to manage and develop a 15–20 person team.
• Strong written and verbal English communication skills.
• Experience with performance management, coaching, and development.
• Familiarity with SLA/KPI targets, productivity metrics, and operational KPIs.
• Proficient with Microsoft Office and standard business tools.
• Ability to thrive in a fast-paced environment with shifting priorities.

Responsibilities

• Oversee daily call center operations and ensure service levels and KPIs are met.
• Analyze call metrics, optimize workflows, and implement efficiency improvements.
• Lead and support the team while coordinating with client stakeholders to resolve issues.

Skills

Team Leadership

Customer Operations

English Communication

Performance Management

Coaching

Workforce Planning

SLA / KPI

Microsoft Office

Schedule Management

Education

Bachelor’s degree in a relevant field or equivalent work experience

Job description

Global Payments Inc. is seeking a Team Lead / Supervisor for the Contact Center to oversee daily operations, drive service levels, and coordinate with client stakeholders. You will lead a team of 15–20 agents, coach performance, manage schedules, and implement process improvements in a fast-paced environment onsite at Vertis North, Quezon City.

Availability to start ASAP. Proven experience in leadership within a contact center, strong English communication, and knowledge of SLA/KPI targets will