Operations Supervisor

2 days ago

Ayala Alabang, National Capital Region, Philippines Gatestone & Company Americas Inc. Full time $70,000 - $120,000 per year

Gatestone & Co. Americas Inc.

The Role: Operations Supervisor (BPO Team Lead)

The candidate chosen for this position will work closely with the Manager to mentor and coach representatives to maximize performance and overall call quality. This department operates 24/7 so we are looking for candidates who are flexible and able to attend the office in either Brantford or Toronto on as needed basis.

Key Accountabilities

  • Responsible for overall performance and call quality with a focus on Customer Satisfaction KPIs.
  • Conduct daily one on one coaching sessions with agents.
  • Monitor of service levels and staffing adherence.
  • Provide positive and constructive feedback to agents.
  • Motivate agents, run contests to exceed expectations.
  • Participate in call calibrations.
  • Complete quality monitors in accordance with client guidelines and provide coaching to the agents based on the results.
  • Monitor, track and address attendance occurrences.
  • Work with WFM to approve vacations, lieu time etc in accordance with scheduling requirements.
  • Monitor payroll of agents supplying approvals in time/attendance system as necessary.
  • Reinforce set targets for agents, monitor their success & develop action plans.
  • Handle escalated customer calls in Billing, Customer care and Technical Support.
  • Handle consumer calls during times of high call volume for both Customer care and technical support.
  • Perform progressive discipline with agents as required to address performance and policy violations.
  • Other duties as assigned.

Core Competencies & Attributes

  • An analytical thinker, able to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data

  • A proven track record with the ability to supervise, motivate, lead direct reports

  • Ability to take initiative, volunteer readily, undertake self-development activities, seek increased responsibilities, take independent actions and calculated risks, look for and take advantage of opportunities, ask for and offer help when needed

  • Excellent people management skills including a successful track record in developing team members' skills, motivating, encouraging growth, providing constructive performance feedback and building an effective team
  • Effective communication skills with colleagues and management: verbal, written and listening
  • Punctual, is consistently at work and on time, ensures work responsibilities are covered when absent

Experience and Qualification

  • Minimum 2-year call centre experience (Customer service and/or tech support preferred.)
  • Experience in coaching and mentoring representatives to drive performance preferred.
  • Previous supervisory experience an asset.
  • Proficiency with Microsoft Office products and Internet.
  • Telecom experience an asset.

  • Operations Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines Teleperformance Full time ₱600,000 - ₱1,200,000 per year

    About the role As an Operations Supervisor at Teleperformance Sucat, you will play a pivotal role in overseeing the day-to-day operations of our busy contact centre. Responsible for leading and motivating a team of customer service agents, you will ensure the seamless delivery of exceptional service to our valued clients. This is a full-time position based...

  • Warehouse/Operations Supervisor

    1 day ago

    Ayala Alabang, National Capital Region, Philippines Casa Bella Home and Living Corp Full time ₱30,000 - ₱35,000 per year

    The Operations/Warehouse Supervisor oversees daily warehouse operations, including inventory management, shipping and receiving, and team leadership. This role ensures that all processes—from inbound logistics to outbound distribution—are executed accurately, efficiently, and safely. The Supervisor also plays a vital role in staff development,...

  • Operations Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines BENSON INDUSTRIAL COLD STORAGE INC. Full time $40,000 - $60,000 per year

    About the role Benson Industrial Cold Storage Inc. is seeking an experienced Operations Supervisor to join our team in Muntinlupa City, Metro Manila. In this full-time role, you will be responsible for overseeing the day-to-day operations of our warehouse, ensuring efficient and effective logistics management. Your keen eye for detail and strong leadership...

  • Banquet Operations Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines Alabang Country Club Inc. Full time ₱800,000 - ₱1,200,000 per year

    Alabang Country Club is seeking an experienced Banquet Operations Supervisor to oversee the planning and execution of banquet events. This role requires strong organizational skills and the ability to coordinate seamlessly with both the Culinary and Sales teams to deliver high-quality events and outstanding member experiences.Key ResponsibilitiesManage...

  • Field Operations Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines Readyman Inc Full time ₱220,000 - ₱230,000 per year

    Key Responsibilities:Leading and Managing a Team: Assigning tasks, providing guidance, and coaching field workers to improve performance.Monitoring and Overseeing Operations: Ensuring work is completed on time and to quality standards.Implementing Operational Strategies: Developing and implementing strategies to improve productivity, efficiency, and...

  • Banquet Operations Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines Alabang Country Club, Inc. Full time ₱600,000 - ₱1,200,000 per year

    Alabang Country Club is seeking an experienced Banquet Operations Supervisor to oversee the planning and execution of banquet events. This role requires strong organizational skills and the ability to coordinate seamlessly with both the Culinary and Sales teams to deliver high-quality events and outstanding member experiences.Key ResponsibilitiesManage...

  • Accounting Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines MSCS Primegoods, Inc. Full time $40,000 - $80,000 per year

    The Accounting Supervisor is responsible for overseeing daily financial operations, ensuring accurate financial reporting, maintaining internal controls, and supervising the finance team. This role plays a key part in supporting the company's financial health by ensuring compliance with accounting standards and government regulations, coordinating audits,...

  • Store Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines Butter and Salt Group Inc. Full time ₱264,000 per year

    Store Supervisor- is responsible for the day-to-day operations of a store, including staff, inventory, and customer service. Store Supervisor report to the store manager who focuses on external relations.Preferably with 2 years experienceJob Type: Full-timePay: From Php22,000.00 per monthBenefits:Employee discountPaid trainingPay raiseLanguage:English...

  • Facilities Supervisor

    3 days ago

    Ayala Alabang, National Capital Region, Philippines BENSON INDUSTRIAL COLD STORAGE INC. Full time $104,000 - $130,878 per year

    About the role Benson Industrial Cold Storage Inc. is seeking an experienced Facilities Supervisor to join our team in our Muntinlupa City, Metro Manila location. This is a full-time position responsible for overseeing the maintenance and upkeep of our industrial cold storage facilities. As the Facilities Supervisor, you will play a crucial role in ensuring...

  • Assistant Store Supervisor

    4 days ago

    Ayala Alabang, National Capital Region, Philippines Power Mac Center Full time ₱500,000 - ₱1,000,000 per year

    JOB SUMMARY Assists and supports the Store Supervisor in the overall Store Operations through Sales Achievements, Customer Experience, People Management and Process Improvements. EDUCATION / EXPERIENCE Bachelor's Degree of any four-year Business course. At least 3 years of experience as a Supervisor preferably in a Retail industry. BRANCH ASSIGNMENT: SM...