Retention & Customer Care Team Lead – On-site Night Shift

SVCPH Inc.; Cebu City; On-site; PHP 360,000 - 520,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance

Free weekly in-house massage

Cash incentives for referrals

Career development

Service incentive leave program

Annual salary increase based on perfom

Fun and family-like working env

Quarterly team outings

Free coffee and hot chocolate

Sleeping lounge and entertainment area

Excellent office location in Cebu IT P

FB page presence with Select VoiceCom

Job summary

Select VoiceCom in Cebu City, Philippines is seeking a dedicated supervisor to lead call-center teams. You will provide real-time support, coach staff, and write performance reviews.

The role includes developing staffing plans, scheduling, and ensuring adherence to procedural standards. Ideal candidates have at least 1 year of supervisory experience in a BPO, strong coaching skills, and the ability to communicate effectively at all levels.

Qualifications

• Minimum 1 year supervisory/team lead experience in a BPO.
• At least 1 year of retention experience as a supervisor or agent.
• Thorough knowledge of call center operations and workflows.
• Strong coaching, management and people skills.
• Data-driven with ability to analyze performance data.
• Excellent presentation and communication abilities.
• Ability to stay stable under pressure and manage schedules.

Responsibilities

• Provide real-time support on assigned agents to maximize performance.
• Offer regular statistical feedback and coaching to team members.
• Write and administer performance reviews for skill improvement.
• Be available to help employees with work/personal problems and coaching.
• Foster a high-quality work environment with feedback.
• Prepare scorecards and communicate warnings per policy and standards.
• Assist managers with staffing, training, scheduling, and reward programs.
• Establish standard work procedures aligning with company directives.

Skills

Supervisory experience

Retention experience

Call center operations knowledge

Coaching and management

Data-driven

Strong communication

Attention to detail

Tools

MS Excel

MS Word

MS PowerPoint

Job description

Select VoiceCom in Cebu City, Philippines is seeking a dedicated supervisor to lead call-center teams. You will provide real-time support, coach staff, and write performance reviews.

The role includes developing staffing plans, scheduling, and ensuring adherence to procedural standards. Ideal candidates have at least 1 year of supervisory experience in a BPO, strong coaching skills, and the ability to communicate effectively at all levels.