Shift Supervisor

3 days ago

Dumaguete, Central Visayas, Philippines SOPHIOUTSOURCING, Inc. Full time ₱250,000 - ₱500,000 per year

As a Shift Supervisor, you'll be the go-to leader during shifts without Operations Supervisors or an Operations Manager on duty. Your mission: keep teams productive, clients satisfied, and operations smooth.

Minimum Requirements

  • At least 6 months of experience as a Team Leader (preferred)

  • Strong accountability and initiative

  • Excellent communication and escalation handling

  • Proactive, solution-oriented mindset

  • Familiarity with multiple client accounts (preferred)

Competencies and Skills

  • Proven leadership and coaching skills

  • Strong verbal and written communication

  • Attention to detail and strong organizational habits

  • Familiarity with QA, WFM, and productivity tools

  • Client-facing professionalism and presence

  • Analytical thinking and problem-solving skills

  • Ability to motivate and hold team members accountable

  • Confident decision-making and timely escalation

  • Collaboration with cross-functional teams

Essential Functions

  • Monitor shift activity and ensure timely clock-ins/outs

  • Prevent loitering, idle time, and unauthorized breaks

  • Verify agent login status, productivity, and correct queue/system usage

  • Conduct regular check-ins with Team Leads (TLs) for coverage assurance

  • Step in for Operations Supervisors when needed to maintain continuity

  • Assist TLs with managing tardiness, call-outs, and long breaks

  • Coordinate emergency coverage for absences or high-volume situations

  • Track and document escalations, shift activities, and resolutions

  • Submit End-of-Shift Reports covering attendance, coverage, escalations, and TL performance

  • Provide real-time coaching, promote SOP adherence, and reinforce best practices

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