Seasonal Contact Center Lead — Real-Time Ops & Coaching

iScale Solutions

Makati

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

Zohorecruit in Makati, Philippines, is seeking a seasoned contact center supervisor to lead daily operations, manage staffing coverage, and ensure peak-hour protection. You will monitor multi-channel queues, coach agents on key metrics, and support seasonal hiring while coordinating with Escalations, QA, Training, and tech support.

Strong leadership and real-time decision-making are essential. You will provide daily updates on staffing, queue performance, risks, and corrective actions, and help

Qualifications

Seasoned contact center supervisor with track record enabling operational excellence.
Experience handling multi-channel queues and staffing coverage.
Ability to coach agents on key metrics and performance goals.
Coordinate with Escalations, QA, Training and tech support to resolve issues.
Support seasonal hiring processes and adapt to varying demand.

Responsibilities

Lead daily contact center operations and ensure peak-hour protection.
Monitor queues across channels and manage real-time staffing.
Coach agents to improve service levels, handle escalations and quality.
Coordinate with QA, Training and technical support for issue resolution.
Provide daily staffing and queue performance updates, identify risks and corrective actions.

Skills

Leadership

Real-time decision making

Staffing management

Call center operations

Coaching

Multi-channel queues

Analytical skills

Job description

Strong leadership and real-time decision-making are essential. You will provide daily updates on staffing, queue performance, risks, and corrective actions, and help

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