ROLE SNAPSHOTS:
- Night Shift | Onsite – Jaro Iloilo City
- Experience supervising or handling a customer support, helpdesk, or operations team
- Hands-on experience in coaching, real-time QA, and performance monitoring
- Able to keep the team focused on quality, priorities, and timely case resolution
- Comfortable handling escalations and supporting the team throughout the shift
ABOUT THE ROLE:
As a Senior Operations Helpdesk Support, you will oversee the day-to-day operations of the Helpdesk team during the night shift, keeping the team focused and ensuring cases are handled correctly and on time.
The role combines hands-on operational support with team supervision, real-time quality checks, coaching, workload management, and escalations. You will work closely with Operations and Compliance teams to maintain service quality and address issues as they happen.
WHAT YOU'LL BE WORKING ON:
- Oversee daily Helpdesk operations and keep the team focused on priorities, quality, and timely case resolution.
- Monitor the team's work in real time and provide immediate coaching or correction when needed.
- Manage workload distribution and monitor performance against SLAs and KPIs.
- Conduct QA reviews and ensure processes follow SOPs, company policies, and quality standards.
- Coach and support team members through regular feedback, onboarding, and performance development.
- Handle escalated client concerns and complex operational issues.
- Work with Operations, Compliance, and other internal teams to resolve cases and improve service delivery.
- Prepare performance reports, identify recurring issues, and recommend process improvements.
WHAT WE'RE LOOKING FOR:
- Up to 5 years of experience in Helpdesk, Client Services, Customer Support, or Operations, including at least 2 years supervising or handling a team.
- Experience in team coaching, real-time quality monitoring, QA, and performance management.
- Able to keep a team focused, manage workloads, and address performance or quality gaps as they happen.
- Experience handling client escalations and resolving operational issues.
- Experience in Risk & Compliance, Financial Services, or Professional Services is preferred.
- Able to communicate clearly, solve problems, and manage multiple priorities.
- Familiar with Microsoft Office and case management or ticketing systems.
- Able to work independently and on a night or shifting schedule.
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.
