Job Description
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.
