TEAM LEADER / SHIFT SUPERVISOR

ZC KINGS MANPOWER COOPERATIVE; Caloocan; On-site; PHP 360,000 - 720,000; Full time

Job summary

ZC KINGS MANPOWER COOPERATIVE in the Philippines is seeking a Supervisory level professional to lead a team of call centre and customer service representatives. You will monitor performance, coach staff, and ensure top-quality service across shifts.

You will manage escalations, enforce policy compliance, and drive engagement while coordinating recruitment and onboarding of new team members. A strong emphasis on leadership and customer-focused outcomes is essential.

Qualifications

• Experience leading a call centre or customer service team.
• Experience with KPI monitoring and coaching.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise a team of call centre and customer service representatives during shifts.
• Monitor performance against KPIs including call handling time and customer satisfaction.
• Provide real-time coaching and feedback to improve service delivery.
• Handle escalated customer complaints and resolve issues swiftly.
• Ensure compliance with policies and regulatory requirements across operations.

Skills

Leadership

People management

Communication

CRM proficiency

Quality assurance

Organisational skills

Problem-solving

Professionalism

Emotional intelligence

Education

High school diploma or equivalent

Management qualifications advantageous

Tools

CRM software

Job description

Key responsibilities

• Supervise and manage a team of call centre and customer service representatives during assigned shifts
• Monitor team performance and adherence to key performance indicators (KPIs) including call handling time, quality metrics and customer satisfaction scores
• Provide real-time coaching, feedback and guidance to team members to improve performance and customer service delivery
• Handle escalated customer complaints and issues, ensuring swift and professional resolution
• Ensure compliance with company policies, procedures and regulatory requirements across all team operations
• Maintain accurate records of team activities, performance metrics and incidents occurring during shifts
• Conduct staff briefings and communicate important information to team members
• Support the recruitment, onboarding and training of new team members
• Identify training needs and coordinate professional development opportunities for team members
• Foster a positive team culture that promotes collaboration, motivation and employee engagement
• Report to management on team performance, staffing issues and operational challenges

What we're looking for

• Proven experience working in a call centre or customer service environment, with at least 2-3 years in a supervisory or team leader role
• Strong leadership and people management skills with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, both verbal and written
• Proficiency in call centre management systems and customer relationship management (CRM) software
• Sound knowledge of quality assurance principles and customer service best practices
• Ability to work shift-based schedules, including early mornings, evenings and potentially weekends
• Strong organisational skills with the ability to multitask and prioritise effectively
• Problem-solving abilities and a customer-focused mindset
• High level of professionalism and emotional intelligence
• A high school diploma or equivalent; additional qualifications in management or customer service are advantageous