Dynamics of Service Delivery

2 weeks ago

San Fernando, Central Luzon, Philippines beBeeLeadership Full time ₱1,000,000 - ₱1,200,000
Job Title:

Contact Center Operations Supervisor


About the Role:

We are seeking a highly skilled and experienced Contact Center Operations Supervisor to lead our team of agents in delivering exceptional service to our clients.


Responsibilities:
  • Manage day-to-day operations, drive performance, and ensure service excellence across client campaigns.
  • Supervise and support a team of contact center agents to meet performance targets and client SLAs.
  • Monitor real-time operations, manage schedules, and ensure adherence to workforce plans.
  • Provide coaching, feedback, and performance evaluations to drive continuous improvement.
  • Handle escalated customer issues and ensure timely resolution.
  • Collaborate with QA, Training, and Workforce teams to align on goals and improve service delivery.
  • Analyze performance reports and implement action plans to address gaps.

Requirements:
  • Diploma or degree in Business, Communications, or a related field (preferred).
  • 2+ years of experience in a supervisory role within a BPO or contact center.
  • Strong leadership, coaching, and communication skills.
  • Solid understanding of contact center KPIs, tools, and technologies.
  • Proficiency in Microsoft Office and CRM/contact center platforms.
  • Ability to work flexible shifts, including weekends or holidays.

Benefits:
  • HMO Coverage plus a dependent.
  • Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage.
  • Dental Coverage; In-house dental assistance worth ₱5,000.
  • Free meal during training.
  • Career growth and learning.
  • Allowances for rice, clothing, laundry and meals.
  • Performance and loyalty bonuses.
  • Frequent disinfection, fogging of workplace.
  • Opportunities for growth and promotion.
  • Employee shuttle services.
  • Company retreats and off-site events.
  • Social engagement, recognition gifts, and rewards.

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