Seasonal Contact Center Team Lead – Manila

iScale Solutions; Makati; Sur place; PHP 670 000 - 1 116 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Vacation & Sick Leave

Health coverage

SSS/PhilHealth/Pag-IBIG

Learning & Certification

Team engagement

Modern tools

Career growth

Inclusive culture

Résumé du poste

Zohorecruit in Makati, Philippines, is seeking a seasoned contact center supervisor to lead daily operations, manage staffing coverage, and ensure peak-hour protection. You’ll 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

• Minimum 2 years of contact center leadership experience as a Supervisor, Team Lead, or similar role.
• Direct, respectful leadership style with the confidence to manage attendance, adherence, coaching, documentation, and performance accountability.
• Calm, reliable, and visible during high-volume days, staffing shortages, seasonal pressure, and rapid business changes.
• Able to provide clear daily updates on staffing, queue performance, risks, and actions being taken.
• Comfortable working closely with U.S. leadership, escalating risks early, and following through without constant reminders.

Responsabilités

• Manage daily attendance, staffing, queue coverage, and peak-hour protection.
• Monitor phone, email, and chat performance and take action before service levels fail.
• Coach agents on call control, AHT, hold time, quality, customer ownership, attendance, and adherence.
• Support seasonal hiring, training, nesting, ramp-up, and post-peak stabilization.
• Partner with Escalations, QA, Training, and technical support to improve product troubleshooting consistency.
• Provide clear daily and weekly performance updates and help develop future team leads or senior agents.

Connaissances

Contact center leadership

Staffing management

Performance coaching

Communication

Visible leadership

Real-time decision making

Description du poste

Zohorecruit in Makati, Philippines, is seeking a seasoned contact center supervisor to lead daily operations, manage staffing coverage, and ensure peak-hour protection. You’ll 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