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Operations Supervisor

1 week ago

Manila, National Capital Region, Philippines Lalamove Full time

We are seeking an experienced Driver Operations Lead to oversee daily operations of the call-out team. The successful candidate will be responsible for ensuring agents effectively engage with leads, meet performance targets, and provide excellent service.

Key Responsibilities

This role involves monitoring KPIs, coaching agents, and implementing strategies to improve call efficiency and conversion rates. Key responsibilities include:

  1. Operational Oversight
    • Supervising the call-out team, adhering to call scripts, quality standards, and performance metrics.
    • Monitoring real-time call volume, agent activity, and campaign performance to maximize efficiency.
  2. Performance Monitoring and Coaching
    • Tracking and analyzing agent productivity, call quality, and conversion rates.
    • Conducting regular coaching sessions to improve call-handling skills and benefit-selling techniques.
    • Providing feedback and support to agents struggling with performance.
  3. Reporting and Strategy Implementation
    • Generating and analyzing call performance reports to identify trends and areas for improvement.
    • Working closely with the management team to optimize call strategies and align with business goals.
    • Ensuring compliance with company policies and industry regulations.
  4. Collaboration and Process Improvement
    • Coordinating with other teams (e.g., Driver Verification, Hubs, or Sales) to ensure smooth processing of leads.
    • Identifying gaps in the call-out process and suggesting improvements for efficiency and effectiveness.
    • Assisting in the training and onboarding of new agents.