Retention & Customer Service Team Lead — Night Shift

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 650,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance

In-house massage

Career development

Service incentive leave

Annual salary increase

Team outings

Coffee and refreshment

Sleeping lounge and canteen

Job summary

Select VoiceCom in Cebu IT Park is seeking a dedicated supervisor to lead call center teams during the night shift. You will provide real-time support, coaching, and performance reviews to ensure high-quality service and adherence to campaign standards.

Ideal candidates possess 1+ year of BPO supervision, strong coaching skills, and the ability to manage stress and diverse schedules. On-site role with a focus on process improvements and staff development.

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.
• Being able to follow procedures and workflows.
• Strong coaching and management skills.
• Data-driven.
• Coping with changes and stressful situations, stability.
• Understanding of subscription business.
• Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive and professional manner.
• Excellent organizational, leadership, interpersonal and time management skills.
• Ability to take instructions from management and ensure follow up.
• Strong computer application skills including MS Excel, MS Word, MS PowerPoint and others.
• Ability to communicate effectively with team members and managers of all levels.
• Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• 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 on assigned agents so they'll perform at their highest level.
• Provide statistical/performance feedback and coaching on a regular basis to each team member.
• Write and administer performance reviews for skill improvement.
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.
• Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.
• Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Skills

Supervisory experience

Call center operations

Coaching

Data-driven

Communication skills

MS Excel

Stress management

Tools

MS Excel

Job description

Select VoiceCom in Cebu IT Park is seeking a dedicated supervisor to lead call center teams during the night shift. You will provide real-time support, coaching, and performance reviews to ensure high-quality service and adherence to campaign standards.

Ideal candidates possess 1+ year of BPO supervision, strong coaching skills, and the ability to manage stress and diverse schedules. On-site role with a focus on process improvements and staff development.