Operations Supervisor
2 days ago
About the Role
We are looking for a highly motivated Operations Supervisor to lead, coach, and support our After hours team. This role ensures smooth operations outside regular business hours, responding to urgent client and caregiver needs while maintaining exceptional service quality.
If you excel at people management, problem-solving, and fast-paced customer service environments, this role is for you.
Key Responsibilities
- Team Supervision & Call Oversight
Provide continuous oversight of call volumes and team performance, making real-time adjustments to support efficient call handling.
- Coaching & Development
Identify skill gaps, deliver ad-hoc training, and support the ongoing development of On-Call Coordinators.
- Escalation Management
Act as the first point of escalation, assisting with research and resolution of complex client or caregiver issues.
- Quality Assurance
Support call monitoring efforts to ensure service excellence and adherence to company standards.
- Team & Performance Management
Lead hiring, training, coaching, performance management, and approval of time and attendance.
- Reporting & Analytics
Prepare reports, identify performance trends, and support operational decision-making.
- Client-Centered Problem Solving
Guide conversations toward positive outcomes through proactive questioning and solution-driven thinking.
- Subject Matter Expertise
Provide guidance on policies, procedures, and best practices to On-Call Coordinators.
- Call Handling Support
Assist with call volume as needed to maintain service levels.
- Policy & Product Knowledge
Maintain strong knowledge of company services, policies, and offerings.
- Project Support
Lead or participate in operational improvement projects as assigned.
Qualifications
- Bachelors Degree in any field
- BPO Supervisory experience
- Customer service experience
- Previous high-volume phone support experience (preferred)
- Strong computer literacy and ability to learn new systems
- Proficient with Google Workspace (Gmail, Docs, Spaces)
- Excellent verbal and written communication skills
- Ability to communicate professionally and empathetically with clients and coworkers
Job Types: Full-time, Permanent
Pay: Php35, Php40,000.00 per month
Benefits:
- Additional leave
- Company events
- Free parking
- Health insurance
- On-site parking
- Paid training
- Staff meals provided
- Transportation service provided
Work Location: In person
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