Seasonal Contact Center Lead — Real-Time Ops & Coaching

iScale Solutions; Makati; On-site; PHP 600,000 - 800,000; Full time

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.

Qualifications

• Seasoned contact center supervisor with leadership experience.
• Ability to monitor multi-channel queues and staffing.
• Experience coaching agents on key metrics.
• Experience coordinating with Escalations, QA, Training and tech support.

Responsibilities

• Lead daily contact center operations and staffing coverage.
• Protect peak-hour performance and ensure service levels.
• Monitor multi-channel queues and coach agents on metrics.
• Coordinate with Escalations, QA, Training and tech support.
• Provide daily updates on staffing, queue performance, risks and corrective actions.
• Support seasonal hiring as needed.

Job description

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