ROLE SNAPSHOTS:

Onsite in Iloilo | Full-time | Night Shift
2–5 years in Customer Support, Client Services, Helpdesk, or Operations
At least 2 years handling or guiding a team
Experience in coaching, QA, escalations, and performance monitoring

ABOUT THE ROLE:

As an Operations Team Lead, you will keep the night-shift team focused and on track, ensuring cases are handled correctly, on time, and within quality standards.

The role focuses on team coordination, real-time QA, coaching, workload management, and escalations. You will also work with clients and internal teams to resolve issues and maintain service quality.

What you'll be working on:

Oversee daily operations, workload distribution, and timely case resolution.
Monitor work in real time and provide immediate coaching or feedback.
Track performance against SLAs, KPIs, SOPs, and quality standards.
Handle escalations and complex operational issues.
Support onboarding and performance development.
Work with internal teams to resolve issues and improve service delivery.
Prepare performance reports and identify process improvements.

What we're looking for:

2–5 years of experience in Customer Support, Client Services, Helpdesk, or Operations.
At least 2 years of experience handling or guiding a team.
Experience in QA, coaching, performance monitoring, and escalations.
Experience in Risk & Compliance, Financial Services, or Professional Services is preferred.
Able to communicate clearly, solve issues, and manage multiple priorities.
Familiar with Microsoft Office and case/ticketing systems.
Willing to work onsite in Iloilo on a night/shifting schedule, including weekends when required.

WHY COOEE

Because we believe in the power of human connection. Because we are committed to flourishing human potential. Because we dream of a world where each one of us walks along the path to who we are and the best that we can be. This is Why we do What we do – To be a part of transformation one person, one community, one business at a time.

We are One Team committed to investing in relationships fueled by trust and anchored on the One Shared Vision to transform through connection. We believe this is where the strength of Cooee and our partnerships lie – in having clarity and conviction in purpose.

WHAT WE OFFER:

HMO on Day 1
Holistic coaching and guidance
Weekly engagement activities and team connections
Learning and people development opportunities
IT equipment provided by Cooee
Government-mandated benefits

After you apply, our Talent Seekers may call you for an initial discussion. Please keep your lines open from Monday–Friday | 9:00 AM – 4:00 PM.

Note: If you have already applied for this role recently, there is no need to submit another application. Our team is currently reviewing all applications received.

Operations Team Lead (Night Schedule | Iloilo Onsite)