Leadership Role for Call Center Operations

2 days ago

San Fernando, Central Luzon, Philippines beBeeOperations Full time ₱1,000,000 - ₱2,000,000
Operations Supervisor Job Opportunity

This role entails leading a team of agents in delivering exceptional service across various campaigns.

  • Main Responsibilities:
  • Oversee daily operations and ensure adherence to key performance indicators (KPIs) and service level agreements (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 quality assurance and training teams to support agent development.
  • Analyze performance reports and implement improvement strategies.
  • Foster a high-performance team culture.

Required Skills and Qualifications:

  • Degree in business administration or equivalent experience.
  • Minimum 3 years of experience in a supervisory role in a 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.

About the Company:

A leading Business Process Outsourcing (BPO) company delivers tailored solutions to meet diverse client needs. With a commitment to excellence and focus on innovation, we have established ourselves as trusted partners in the industry.

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