Call Center

2 days ago

Cebu City, Central Visayas, Philippines Viventis Search Asia Full time ₱900,000 - ₱1,200,000 per year

Job Title: Call Center Supervisor - Back Office

Work set-up: Onsite

Schedule: Shifting and Night shift (including weekends/holidays as required)

About the Role

We are seeking an experienced and driven Call Center Supervisor to oversee day-to-day operations. The Supervisor will be responsible for leading a team of agents, ensuring performance metrics are achieved, delivering excellent customer experience, and driving operational efficiency.

Key Responsibilities

  • Supervise, coach, and mentor a team of customer service representatives handling telco-related concerns (billing, technical support, plan upgrades, etc.).
  • Monitor team performance against KPIs (AHT, CSAT, FCR, NPS, attendance, productivity).
  • Conduct regular performance evaluations, feedback sessions, and corrective action when necessary.
  • Drive high levels of customer satisfaction by ensuring agents provide accurate, timely, and professional support.
  • Analyze call center reports and recommend process improvements to enhance efficiency and service quality.
  • Handle escalated customer concerns and provide quick resolution.
  • Ensure compliance with company policies, client requirements, and regulatory guidelines.
  • Coordinate with Workforce, QA, and Training teams to improve performance outcomes.
  • Foster team engagement, motivation, and a positive work culture.

Qualifications

  • At least 2–3 years of BPO experience, with 2 years in a supervisory or team lead role
  • Strong leadership, coaching, and people management skills.
  • Excellent communication, problem-solving, and conflict-resolution abilities.
  • Must be results-oriented, detail-oriented, and adaptable to fast-paced environments.
  • Proficiency in call center tools, CRM systems, and reporting software is an advantage.
  • Willing to work on shifting schedules, including weekends and holidays.

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