Team Lead, Contact Center

TL;DR

Team Lead, Contact Center: Managing departmental operations for a call center with an accent on maintaining Service Level Agreements, monitoring call volumes, and improving quality and productivity through operational metrics. Focus on forecasting call patterns, coaching teams, handling escalated customer issues, and ensuring accurate, timely reporting.

Location: Onsite at Vertis North, Quezon City

Company

hirify.global provides payment technology and related services for businesses.

What you will do

• Run daily operations for individual teams to meet contracted client performance standards, including time/attendance monitoring, policy adherence, coaching, and hiring.
• Deliver and reinforce training for customer service processes for team members, clients, and merchants (as applicable).
• Participate in call quality calibration and operations meetings with clients and leadership; coordinate with account management and other teams to meet contractual requirements.
• Manage queues and daily work assignments to achieve service level standards; adjust staffing plans and schedules as volumes change; audit agent activity for policy compliance.
• Handle escalated customer issues not resolved at the agent level; recommend actions to reduce issues impacting service quality.
• Track and report operational data accurately and on time; suggest improvements to products and services for future needs.

Requirements

• Willing to work on a shifting schedule and onsite at Vertis North, Quezon City
• 3+ years of experience in a Team Lead or Supervisor role in a Contact Center or Operations environment
• Proven ability to manage and develop a team of 15–20 employees
• Strong English communication skills (written and verbal)
• Experience with performance management, coaching, and team development
• Familiarity with service level targets, productivity metrics, and operational KPIs; proficient with Microsoft Office and business tools

Culture & Benefits

• Fast-paced environment with shifting priorities
• Shifting schedule required
• Onsite role at Vertis North, Quezon City
• ASAP start availability expected

Hiring process

• Interviews to assess leadership experience, operational KPI knowledge, and English communication
• Evaluation of fit for onsite shifting schedule and contact center operations responsibilities