Retention & Customer Service Lead — Night Shift (On-site)

Select VoiceCom; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Medical coverage (HMO)

Dental coverage

Life Insurance

In-house massage

Referral incentives

Career development

Annual salary increase

Team outings

Coffee and snacks

Cebu IT Park office

Job summary

Select VoiceCom, an American and Australian-owned call center provider, seeks a night-shift supervisor in Cebu IT Park. You will mentor teams, monitor performance, and drive service quality while maintaining a positive work environment.

This role demands strong coaching, organizational, and communication skills with a focus on process adherence and staff development. The position is on-site in Cebu City with a strong emphasis on team leadership, retention, and operational excellence to support

Qualifications

• At least 1 year of continuous supervisory/team lead experience in a BPO company.
• At least 1 year of retention experience as a supervisor or as an agent.
• Thorough knowledge of call center operations.
• Ability to follow procedures and workflows.
• Strong coaching and management skills.
• Data-driven approach to performance and improvements.
• Ability to cope with changes and stressful situations.
• Understanding of subscription business models.
• Excellent presentation skills and ability to convey ideas clearly.
• Excellent organizational, leadership, interpersonal and time management skills.
• Ability to take instructions from management and ensure follow-up.
• Strong computer skills including MS Excel, Word, PowerPoint.
• Ability to communicate effectively with team members and managers at all levels.
• Ability to demonstrate innovation and sound judgment/problem-solving.
• Ability to set a course of action for self and others to achieve goals.
• Strong support skills and ability to work well under pressure.
• Flexibility to work various schedules.
• Willing to start ASAP.
• Willing to work on-site.

Responsibilities

• Provide real-time support to assigned agents to help them perform at their best.
• Provide coaching and feedback on performance to each team member.
• Write and administer performance reviews for skill improvement.
• Be available for employees facing work or personal issues and provide counseling and direction.
• Create and maintain a high-quality work environment with ongoing feedback.
• Prepare scorecards and communicate warnings and decisions aligned with policy and standards.
• Assist managers with daily call center operations including staffing, training, and scheduling.
• Support process improvements through participation in special projects.
• Establish procedures that support company standards and strategic directives.

Skills

Supervisory experience

Retention experience

Call center operations

Follow procedures

Coaching skills

Data-driven

Change management

Subscription business

Presentation skills

Leadership

Follow-up

MS Excel

MS Word

MS PowerPoint

Communication

Problem solving

Action planning

Work under pressure

ASAP start

On-site

Tools

MS Excel

MS Word

MS PowerPoint

Job description

Select VoiceCom, an American and Australian-owned call center provider, seeks a night-shift supervisor in Cebu IT Park. You will mentor teams, monitor performance, and drive service quality while maintaining a positive work environment.

This role demands strong coaching, organizational, and communication skills with a focus on process adherence and staff development. The position is on-site in Cebu City with a strong emphasis on team leadership, retention, and operational excellence to support