Operations Supervisor

1 day ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

Manages and oversees a team of Customer Service Representatives (CSRs) to ensure performance meets company and client standards. This includes monitoring individual and team metrics, providing coaching and mentoring, and delivering performance feedback.

Key Responsibilities:

* Lead and manage CSR team in executing call center operations (e.g., handling calls, addressing issues, processing sales).

* Conduct performance management activities, including goal setting, coaching, and providing feedback.

* Handle escalated customer calls and equip team members with skills for complex interactions.

* Prepare and submit reports on team performance, analyzing data to identify areas for improvement.

* Collaborate with other Team Leaders and the Operations Manager to address team challenges and optimize performance.

* Ensure team awareness of policy and procedural updates through regular training.

* Motivate and inspire team members through incentive programs and team activities.

* Manage call queues and abandoned calls to meet service levels.

* Act as a primary point of contact for HR-related grievances (attendance, performance, behavior) and compensation/benefits concerns (payroll, overtime).

Required Skills & Qualities:

* Bachelor's degree in any field.

* Minimum one (1) year of call center experience within TIP or as a Team Captain/Team Leader in other call centers, specializing in Customer Care, Marketing & Sales, or Technical Support.

* Working knowledge of call center operations and organization.

* Proficiency with MS Office applications and call center-specific software/systems (e.g., CMS/IEX, Baleen).

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