Experienced Call Center Operations Supervisor

3 weeks ago

San Fernando, Central Luzon, Philippines MCI Full time
Overview

Experienced Call Center Operations Supervisor to lead a team of agents, manage performance, coaching, and ensure operational excellence across BPO campaigns.

Responsibilities
  • Supervise daily operations and ensure adherence to KPIs and SLAs.
  • Monitor agent performance and provide regular coaching and feedback.
  • Manage schedules, attendance, and real-time adherence.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with QA and Training to support agent development.
  • Analyze performance reports and implement improvement strategies.
  • Foster a positive, high-performance team culture.
Qualifications
  • Associate Degree, Certification or Equivalent Combination of Training and Experience
  • Minimum 3 years of experience in a supervisory role in a BPO contact center
  • Strong leadership, communication, and problem-solving skills
  • Proficiency in contact center tools, CRM systems, and reporting platforms
  • Ability to manage performance in a fast-paced environment
Requirements & Benefits
  • Must be authorized to work in the country where the job is based
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security results
  • Must be willing to submit to drug screening (not applicable in Canada)
Compensation & Benefits

Starting compensation is based on experience. A variety of benefits and incentives are offered to support and reward team members.

Work Environment

This job operates in a professional office setting. Employees may sit/stand for long periods while using a computer and telephone headset. Reasonable accommodations are available under relevant law.


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