Team Lead / Supervisor - Contact Center

TL;DR

Team Lead / Supervisor - Contact Center: Oversee daily call center operations, drive performance and process improvements, and coordinate with clients to maintain service standards with an accent on KPI/SLA management, workforce scheduling, and coaching teams to meet contracted performance targets. Focus on resolving escalated customer issues, running quality calibration, and adjusting workflows and staffing plans as volumes and priorities change.

Location: Onsite at Vertis North, Quezon City (Philippines)

Company

hirify.global is a payments company supporting global commerce.

What you will do

• Manage daily contact center operations to consistently meet service levels and operational KPIs.
• Analyze call metrics, optimize workflows, and implement improvements to increase efficiency and quality.
• Lead and develop a team of 15–20 employees, including coaching, counseling, and performance management.
• Run training for customer service processes and reinforce training through day-to-day interactions.
• Coordinate with clients and leadership on call quality calibration and operations meetings; ensure contractual requirements are met.
• Monitor queues and agent activity, assign daily work, manage escalations, and adjust staffing/schedules to handle volume changes.

Requirements

• Bachelor’s degree in a relevant field, or equivalent work experience.
• At least 3 years of experience as a Team Lead or Supervisor in a Contact Center or Operations environment.
• Proven experience managing and developing a team of 15–20 employees.
• English: strong communication skills in English (written and verbal).
• Experience with performance management, coaching, and team development.
• Onsite availability at Vertis North, Quezon City and willingness to work a shifting schedule.

Culture & Benefits

• Inclusive, global teams focused on delivering impact in customer operations.
• Opportunity to grow within an evolving customer operations organization.
• Shifting schedule required for onsite contact center operations.
• ASAP start availability expected.

Hiring process

• Application review followed by interviews to assess leadership, operations, and KPI/SLA experience.
• Evaluation of fit for onsite contact center operations and shifting schedule requirements.