Team Lead / Supervisor - Contact Center

Global Payments Inc.; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Global Payments Inc. is seeking a Team Lead / Supervisor for the Contact Center to oversee daily operations, drive service levels, and coordinate with client stakeholders. You will lead a team of 15–20 agents, coach performance, manage schedules, and implement process improvements in a fast-paced environment onsite at Vertis North, Quezon City.

Availability to start ASAP. Proven experience in leadership within a contact center, strong English communication, and knowledge of SLA/KPI targets will

Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience.
• At least 3 years in a Team Lead or Supervisor role in Contact Center/Operations.
• Proven ability to manage and develop a 15–20 person team.
• Strong written and verbal English communication skills.
• Experience with performance management, coaching, and development.
• Familiarity with SLA/KPI targets, productivity metrics, and operational KPIs.
• Proficient with Microsoft Office and standard business tools.
• Ability to thrive in a fast-paced environment with shifting priorities.

Responsibilities

• Oversee daily call center operations and ensure service levels and KPIs are met.
• Analyze call metrics, optimize workflows, and implement efficiency improvements.
• Lead and support the team while coordinating with client stakeholders to resolve issues.

Skills

Team Leadership

Customer Operations

English Communication

Performance Management

Coaching

Workforce Planning

SLA / KPI

Microsoft Office

Schedule Management

Education

Bachelor’s degree in a relevant field or equivalent work experience

Job description

Job Description - Team Lead / Supervisor - Contact Center

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Team Lead / Supervisor - Contact Center to join our ever evolving Customer Operations Team and help shape the future of global commerce.

What you’ll own

• Operations Management: Oversee daily call center operations, ensuring service levels and KPIs are consistently met.
• Performance & Process Improvement: Analyze call metrics, optimize workflows, and implement improvements to drive efficiency and quality.
• Team Leadership & Client Coordination: Lead and support the team while collaborating with client stakeholders to resolve issues and maintain service standards.

What you’ll bring

• Bachelor’s degree in a relevant field, or equivalent work experience
• At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
• Proven ability to manage and develop a team of 15 to 20 employees
• Strong communication skills in English, both written and verbal
• Experience handling performance management, coaching, and team development
• Familiarity with service level targets, productivity metrics, and operational KPIs
• Proficient in Microsoft Office and other standard business tools
• Ability to work in a fast-paced, dynamic environment with shifting priorities

Willing to work on a shifting schedule and onsite at Vertis North, Quezon City

Available to start ASAP

Internal Applicants/Team Members within the Organization must have a minimum of one (1) year of tenure in their current role

It’s a bonus if you have

• Experience leading a contact center team in a BPO or shared services environment
• Strong background in SLA/KPI management, workforce planning, or call forecasting
• Familiarity with reporting tools and performance analytics for continuous improvement

What Part Will You Play?

Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.

Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.

Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met.

Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level.

Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.

Suggests improvement to products and services for future needs.

Not an exhaustive list; other duties as assigned.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail] .