START ASAP

3 days ago

Pasig, National Capital Region, Philippines Teleperformance Full time ₱800,000 - ₱1,200,000 per year
Key Responsibilities:
  • Supervise and manage a team of agents to ensure consistent performance and adherence to service level agreements (SLAs).
  • Monitor daily operations, including call volumes, productivity, and quality metrics.
  • Conduct regular performance reviews, coaching sessions, and feedback discussions with team members.
  • Collaborate with support teams (Quality, Training, Workforce) to address performance gaps and implement improvement plans.
  • Handle escalations and ensure timely resolution of client or customer concerns.
  • Prepare and submit operational reports, including performance metrics, attendance, and productivity.
  • Ensure compliance with company policies, procedures, and client-specific requirements.
  • Support employee engagement initiatives and promote a positive team culture.
  • Participate in calibration sessions and contribute to process improvement initiatives.
  • Assist in workforce planning, scheduling, and resource allocation.
Qualifications:
  • Bachelor's degree in Business Administration, Management, or a related field (preferred).
  • Minimum of 2–3 years of experience in a supervisory role within a BPO or contact center environment.
  • Strong understanding of BPO operations, KPIs, and performance management.
  • Excellent leadership, communication, and interpersonal skills.
  • Proficient in MS Office and contact center tools (e.g., CRM, WFM systems).
  • Ability to work in a fast-paced, client-driven environment.
Preferred Skills:
  • Experience in handling multiple accounts or lines of business.
  • Familiarity with quality assurance and training processes.
  • Strong analytical and problem-solving abilities.
  • Flexibility to work in shifting schedules or extended hours as needed.

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