Supervisor, Operations

2 weeks ago

LapuLapu, Philippines ResultsCX Full time

ResultsCX Lapu‑Lapu, Central Visayas, Philippines Supervisor, Operations - Seasonal We’re looking for a motivated, proactive individual to manage and coach a team of Call Center Agents in a fast‑paced environment. At ResultsCX we focus on delivering exceptional customer service and making our communities better. What will you be doing? Directly manage a team of 10+ agents, supporting hiring, discipline, and payroll documentation. Identify, prioritize, and coach agent development areas. Document account resolutions, issues, and general notes. Assist agents with product or account troubleshooting. Maintain target performance levels required by the client. Stay current on product and procedural knowledge. Provide motivational techniques to build team morale. Help maintain a positive team working environment. Multi‑task, listen, enter data, probe, and provide solutions to agents. Ensure all reference materials are up to date. Undertake general duties or additional tasks as required. Conduct mandatory phone call monitoring and desk‑side coaching. Ensure agents have working equipment and all necessary items. To join our team, you need: Consistent attendance and punctuality. Experience as a mentor. Ability to exceed KPIs. Proficient knowledge of inbound contact‑center environments. Excellent phone, customer service, analytical, and troubleshooting skills. Solid verbal and written communication skills. Capacity to multi‑task, handle escalated calls, and deescalate customers professionally. A flexible schedule. Experience developing and motivating a team. Superb listening, probing, negotiation, and deescalation skills. Why join our ResultsCX team? Employee performance incentives and prizes. Frequent employee events, games, parties, and an engaging workplace. Healthcare benefits. Paid training. Opportunities for growth. About ResultsCX ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. Our 30‑plus‑year track record for reimagining the customer experience to meet evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI‑powered digital experience platform. Our strength lies in exceptional individuals working together in a high‑performing, fun culture to deliver next‑generation customer experiences on behalf of our clients. ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law. Seniority Level Mid‑Senior level Employment type Full‑time Job function Management and Manufacturing Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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