Supervisor I, Operations Management

6 days ago

Muntinlupa, Philippines RELX Full time

The Operations Supervisor will lead a segment of the VitalChek support team, overseeing day-to-day operations in a high-volume, customer-facing environment. This role is responsible for managing team performance, driving operational excellence, and ensuring service delivery meets or exceeds defined SLAs. The supervisor will also play a key role in onboarding new hires, implementing process improvements, and supporting strategic initiatives.In addition, the Supervisor will be accountable for fostering the growth and development of team members, ensuring they are equipped with the skills, support, and opportunities needed to thrive in their roles and progress in their careers. Accountabilities Manage the recruitment process in conjunction with Human Resources. Ensure new employees are oriented to the organization, its policies, facilities, etc. Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan, and coaching. Ensure quality of output by doing auditing, call observes and reviews. Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to work schedules and for projects to proceed according to plans/specifications. Manage stakeholder expectations and collaborate with cross functional partners to extend positive customer experience Prepare reports and proactively liaise with key business owners and business partners to develop processes and procedures to improve service level achievement and meet changing business needs Operational Excellence Advocate – facilitate a culture of continuous improvement. Employee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical, and equitable people processes and practices. Responsible for all administrative tasks and other duties assigned Qualifications Bachelor’s degree holder 1-2 years of leadership experience in a BPO setup Familiar with BPO operations (understands AHT, NPS, SLA, etc.) Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization Proven success at managing change Strong organizational, prioritization and delegation skills Proven problem solving and analytical skills Detail oriented and project management skills We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact . Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. #J-18808-Ljbffr

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