ZR_1029_JOB

Zohorecruit; Makati; On-site; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Competitive salary

Vacation & Sick Leave

Health coverage

SSS/PhilHealth/Pag-IBIG

Learning & Certification

Team engagement

Modern tools

Career growth

Inclusive culture

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’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.

Responsibilities

• 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.

Skills

Contact center leadership

Staffing management

Performance coaching

Communication

Visible leadership

Real-time decision making

Job description

makati city, Philippines | Posted on 09/02/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

Responsibilities:

• 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.

Requirements

Requirements: Leadership Priorities

• Minimum 2 years of contact center leadership experience as a Supervisor, Team Lead, or similar role.
• Direct, respectful leadership style with the confi dence 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.

Contact Center Experience

• Experience managing live phone, email, and chat queues in a seasonal or high-volume environment.
• Strong understanding of service level, average wait, abandon rate, AHT, hold time, agent availability, schedule adherence, and backlog management.
• Able to make real-time staffing adjustments based on volume, coverage, skill level, attendance, and peak-hour demand.
• Experienced with seasonal ramp-up, rapid hiring, large new-hire classes, nesting, overtime coverage, attrition, and post-peak staffing transitions.
• Willing to support the customer queue when needed while maintaining supervisor ownership of performance and coverage.

Technical Knowledge

• Technical support background strongly preferred; engineering experience is not required.
• Comfortable learning and coaching troubleshooting for robotic pool cleaners, including power, connectivity, motors, movement, cables, power supplies, app issues, fi lters, cleaning performance, warranty, repair, and parts support.
• Preferred experience includes consumer electronics, robotic products, smart-home or app-enabled devices, mechanical or electrical product support, repair centers, warranty claims, and parts fulfi llment.
• Experience with robotic vacuums, robotic lawn or home-maintenance equipment, pool maintenance, pumps, fi lters, cleaners, or related products is a strong plus.

What we offer:

• Competitive Salary Package: Receive a pay package that matches your skills and experience.
• Vacation and Sick Leave credits: Enjoy vacation and sick leave credits to maintain work-life balance.
• Health Coverage: Get medical, dental, and vision insurance for you and your dependents.
• Government-Mandated Benefi ts: Full coverage of all statutory benefi ts like SSS, PhilHealth, and Pag-IBIG.
• Learning Opportunities: Access training, certifi cations, and mentorship to grow your career.
• Team Engagement: Join team-building activities and wellness programs.
• Modern Tools: Use the latest technology to excel in your role.
• Career Growth: Clear paths for promotion and professional development.
• Inclusive Culture: Be part of a diverse, supportive, and collaborative global team.