Operations Supervisor

2 weeks ago


Taguig, National Capital Region, Philippines Telrcom Solutions, Inc. Full time
Operations Supervisor (Associate Operations Manager)

Supervisors/Team Leaders (Call Centre & Customer Service)

The Operations Supervisor must abide by company policies. Ensuring that everything is in order. This includes overseeing daily operations, managing staff, and monitoring workplace safety. He/she must also enforce company rules and regulations, and ensure that all employees are performing up to expectations. The Operations Supervisor must review the Training Module, Quality Assurance Process, Company Handbook, Performance Improvement Programs, and Incentive Programs. All these documents must be thoroughly studied to ensure organizational performance. He/she should also be familiar with the company's policies and procedures and is tasked to effectively communicate these rules and regulations to all staff. This includes ensuring that all programs are in compliance with the company policies and procedures as well as evaluating the effectiveness of the programs and suggesting improvements if needed. He/she must have knowledge about data analysis and is able to use data to make informed decisions about operations. In addition, he/she should be able to assess the performance of operations and provide recommendations for improvement. He/she should also be able to develop efficient processes that align with the company's strategic objectives.

Duties and Responsibilities:

  • Organize workflow and ensure that employees understand their duties or delegated tasks.
  • Handles the Chat Support Team Leads/QA Team. Must be able to create scorecards and monitor employee KPI.
  • Monitor employee productivity and provide constructive feedback and coaching.
  • Receive complaints and resolve problems.
  • Maintaining timekeeping and personnel records.
  • Pass on information from upper management to employees and vice versa.
  • Prepare and submit performance reports.
  • Decide on reward and promotion based on performance.
  • Hire and train new employees.
  • Documenting processes, monitoring progress, and preparing status reports.
  • Overseeing the implementation of operational improvement strategies.
  • Should be able to create reports and analyze trends in order to identify areas for improvement.
  • Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.
  • Perform related duties assigned by Immediate Supervisor.
  • With experience in management, operations and leadership
  • Proven experience in senior level operations management in a BPO company (Operations Supervisor/Assistant Manager, Senior Team Leader)
  • Strong personal and professional judgement
  • Analytical and detail oriented
  • Experienced in implementing in operational processes
  • Excellent leadership and decision making skills
  • Excellent in communication skill both verbal and written

Minimum Qualifications:

  • Must have a degree in business Management or any related course
  • Minimum of 2-3 years leadership role, particularly in BPO Operations.
  • Good working knowledge of operational procedures and policies
  • Proficient in MS Office Applications (Excel and Word)
  • Experience in a BPO setting is a must.

Benefits Offered:

  • HMO coverage up to PHP 120,000
  • Paid leaves + monetization
  • Compensatory Time Off
  • 13th Month Pay

Work Arrangement:

  • Onsite, Full-time Work in McKinley, Taguig
  • Shifting Schedule
Your application will include the following questions:

What's your expected monthly basic salary?

How many years of people management experience do you have?

How many years' experience do you have in BPO operations?

How would you rate your English language skills?

Do you have a Bachelor Degree?

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