Call Center Operations Supervisor

5 days ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time
Position: Operations Supervisor - Travel/Airline (Taguig) | Onsite

Key Qualifications:

  • Lead and oversee a team of customer service agents, ensuring performance goals are achieved and high-quality service is consistently delivered.

  • Provide coaching, feedback, and professional development to team members to support skill growth and performance improvement.

  • Track and assess individual and team metrics, implementing improvements to boost efficiency and results.

  • Encourage a collaborative and motivated team atmosphere with a focus on accountability and engagement.

  • Act as the go-to expert for handling complex customer concerns and escalated issues.

  • Work closely with other departments to ensure efficient workflows and excellent customer experiences.

  • At least 12 years of experience in a leadership role within a contact center or customer service setting, ideally in the travel or airline industry.

  • Must be available to start immediately.

  • Work Setup & Schedule: Night shift, Onsite (McKinley West)

Core Responsibilities:

  • Oversee daily operations by scheduling shifts, assigning duties, and monitoring team performance.

  • Ensure adherence to company policies, safety standards, and regulatory requirements.

  • Streamline operational processes to eliminate inefficiencies and increase productivity.

  • Provide ongoing training and mentoring to enhance team capabilities and service quality.

  • Manage resources and budget allocations effectively.

  • Monitor KPIs and deliver performance reports to upper management.

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