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.
Benefits
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.
Required Skills:
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.
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