Responsibilities:
1. Monitor agent performance to ensure SLA and KPI targets are met.
2. Provide real-time Q&A support, handle escalations, and coach agents.
3. Troubleshoot complex or escalated cases.
4. Identify risks and escalate appropriately in daily operations.
Qualifications:
1. Fluent in English (reading, writing, and speaking).
2. Experience in team leadership.
3. Strong executive, team management, communication, and coordination skills.
4. Customer-focused with strong problem-solving and results-oriented mindset.
5. Bachelor’s degree or higher.

Work Setup:
• Willing to work in Mc Kinley, Taguig (office-based), Night Shift with flexible scheduling options to accommodate US time zones
• Flexible to work in a shifting schedule, including weekends (Saturday & Sunday) and Holidays
• Can start immediately