Seasonal Customer Care Team Lead

iScale Solutions, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive Salary

Vacation and Sick Leave credits

Health Coverage

Statutory Benefits

Learning Opportunities

Team Engagement

Modern Tools

Career Growth

Inclusive Culture

Job summary

iScale Solutions, Inc. is seeking a hands-on Customer Care Supervisor to lead a seasonal, high-volume technical support contact center.

You will stabilize daily performance, protect service levels, and build frontline accountability across phone, email and chat channels. The role partners with Escalations, QA, Training and technical support to ensure consistent product troubleshooting.” Ideal candidates have at least 2 years in contact center leadership, a direct yet respectful leadership style,

Qualifications

• Minimum 2 years of contact center leadership as Supervisor, Team Lead, or similar role.
• Direct, respectful leadership with accountability for attendance and performance.
• Calm, reliable leadership during high-volume days, shortages, and seasonal pressure.
• Provide clear daily updates on staffing, queue performance, risks and actions.
• Experience managing live phone, email, and chat queues in seasonal/high-volume environments.

Responsibilities

• Oversee 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 and customer ownership.
• Support seasonal hiring, nesting, ramp-up, and post-peak stabilization.
• Collaborate with Escalations, QA, Training and tech support to improve troubleshooting consistency.
• Provide clear daily/weekly performance updates and help develop future team leads or senior agents.

Skills

Leadership

People management

Scheduling & staffing

Performance coaching

Communication

Customer service operations

Job description

iScale Solutions, Inc. is seeking a hands-on Customer Care Supervisor to lead a seasonal, high-volume technical support contact center.

You will stabilize daily performance, protect service levels, and build frontline accountability across phone, email and chat channels. The role partners with Escalations, QA, Training and technical support to ensure consistent product troubleshooting.” Ideal candidates have at least 2 years in contact center leadership, a direct yet respectful leadership style,