Contact Center Team Lead / Supervisor

About the role

We are looking for a dynamic Team Lead / Supervisor to manage our Contact Center operations in Quezon City. You will be responsible for ensuring service level targets are met while driving continuous improvement across the team.

Key responsibilities

• Oversee daily call‑center activities, monitoring service levels and key performance indicators.
• Analyze call metrics, optimize workflows and implement process improvements to boost efficiency and quality.
• Lead, coach and develop a team of 15‑20 agents, handling performance management and training.
• Collaborate with client stakeholders to resolve issues and maintain contractual service standards.
• Monitor attendance, adherence and policy compliance; adjust staffing plans and schedules to match volume fluctuations.
• Conduct training sessions on customer service processes and reinforce learning on the job.
• Participate in quality calibration and operations meetings with clients and internal leadership.

Required profile

• Bachelor’s degree in a relevant field or equivalent work experience.
• Minimum 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 15‑20 employees.
• Strong written and verbal communication skills in English.
• Experience with performance management, coaching and team development.
• Willingness to work a shifting schedule and be onsite at Vertis North, Quezon City.
• Available to start ASAP; internal candidates must have at least one year in their current role.

Required skills

• Microsoft Office