Call Center Supervisor

1 day ago

Manila, National Capital Region, Philippines ImageNetLLC Full time ₱1,200,000 - ₱2,400,000 per year

Call Center Supervisor (Internal Job Posting)

Position Summary
The Call Center Supervisor will be directly responsible for overseeing day-to-day call center operations, with a specific emphasis on revamping and driving the Quality Assurance (QA) program. This role requires a hands-on leader who will serve as a Subject Matter Expert (SME), conduct and track QA audits, provide consistent coaching, and ensure team performance meets or exceeds contractual obligations.

Core Responsibilities

Quality Assurance Leadership

  • Redesign, implement, and manage a comprehensive QA program aligned with client and internal standards.
  • Conduct daily quality audits of team calls/deliverables:
    • Minimum 1 audit/day
  • Document, submit, and track audits using internal QA standards and personal audit log.
  • Monitor QA outcomes and use data to identify trends, risks, and improvement opportunities.

Coaching & Training

  • Achieve 100% on all internal PKTs and certifications to establish SME credibility.
  • Deliver daily coaching based on audit findings and performance observations.
  • Conduct triad coaching sessions (100% pass rate required after 90 day introductory period).
  • Record coaching sessions in BambooHR and maintain a combined audit/coaching tracker.
  • Beginning 12/1/2025, deliver at least one monthly training session to address recurring gaps or client-identified needs.
  • Lead training and meetings on camera to set professional expectations.

Operational Oversight

  • Supervise Team Leaders, Quality Analysts, and Customer Service Representatives.
  • Conduct regular one-on-one sessions with direct reports to provide coaching and feedback.
  • Address performance, behavior, and attendance issues promptly using structured performance management techniques.
  • Maintain and approve team timecards in Sprout to ensure accurate payroll and attendance records.
  • Ensure staffing coverage to support 24/7 operations.
  • Take calls as needed to maintain service levels.

Client & Leadership Engagement

  • Identify operational challenges and propose actionable solutions.
  • Present solutions to internal leadership before sharing with the client
  • Ensure accurate professional participation in Weekly Business Reviews (WBRs).
  • Provide insights using data from audits, coaching, and operational trends.

Check-Ins & Development

  • Participate in weekly leadership check-ins.
  • Receive and act on formal feedback every 30 days.
  • Collaborate with leadership to ensure ongoing support and success in role.

Qualifications

  • Demonstrated success as a Team Lead, QA Analyst, or similar leadership role.
  • Strong knowledge of QA processes, call auditing, and coaching techniques.
  • Ability to supervise and develop team members across multiple roles (CSR, TL, QA).
  • Strong client-facing communication and reporting skills.
  • Proven reliability and ability to manage staffing, schedules, and escalations.
  • Commitment to accountability, accuracy, and operational excellence.

  • Call Center

    1 day ago

    Manila, National Capital Region, Philippines Remote VA Full time ₱150,000 - ₱250,000 per year

    Position OverviewWe are seeking a highly organized, detail-oriented, and proactive Call Center & Administrative Support Specialist to join our team. This role is critical in ensuring smooth day-to-day operations by supporting scheduling functions, patient communications, audits, and various administrative tasks. The ideal candidate thrives in a fast-paced...

  • Remote Call Center Operator

    2 weeks ago

    Manila, National Capital Region, Philippines Notting Hill Advisory Full time ₱150,000 - ₱250,000 per year

    About the role Join Notting Hill Advisory as a Remote Call Center Operator. In this casual role, you will provide excellent market research with respondents remotely from the comfort of your own home. This is an exciting opportunity to be part of a dynamic and growing customer service team at a leading advisory firm.What you'll be doingOutbound calls...

  • Call Center agent

    1 day ago

    Manila, National Capital Region, Philippines FIL-STAR MARITIME CORPORATION (FORMERLY SANKO FIL-STAR MARITIME CORPORATION Full time ₱100,000 - ₱150,000 per year

    About the role We are seeking an experienced Call Center Agent to join our dynamic team at FIL-STAR MARITIME CORPORATION (FORMERLY SANKO FIL-STAR MARITIME CORPORATION' in Metro Manila. As a non-voice Call Center Agent, you will be responsible for providing exceptional customer service and sales support to our clients. This is a full-time role that offers a...

  • Senior Call Center Operations Manager

    1 day ago

    Manila, National Capital Region, Philippines Simera Full time ₱1,500,000 - ₱2,500,000 per year

    We are seeking a highly experiencedSenior Call Center Operations Manager—ideally with previous Call Center Director experience—to lead and optimize our BPO operations in Manila. This is a hands-on leadership role responsible for managing all aspects of our call center teams and operational performance, with a focus on technical support (Level 1 and Level...

  • Voice/Non-Voice| TECH SUPPORT

    2 weeks ago

    Manila, National Capital Region, Philippines SGS - Sapient Call Center Full time ₱336,000 per year

    ​Are you thrilled about delivering outstanding customer service? We're looking for a vibrant Call Center Agent to join our team in Metro ManilaIf you're a high school graduate (old curriculum) and excited to work onsite, this opportunity is for youYour Key ResponsibilitiesEngage with customers on social media platforms, responding to inquiries and...

  • Open to no BPO experience

    1 day ago

    Manila, National Capital Region, Philippines SGS - Sapient Call Center Full time ₱144,000 - ₱336,000 per year

    One-day hiring process Earn up to 28k monthly We are mass hiring for Call Center Agents as prior in our Metro sitesPosition Overview:Responsible for managing customer inquiries, resolving issues, providing product/service information, and maintaining customer satisfaction.Job Responsibilities:Handle customer complaints, provide appropriate solutions, and...

  • Call Center Representative

    1 day ago

    Manila, National Capital Region, Philippines LanceSoft Inc Full time $10,000 - $20,000 per year

    Expert Onboarding CoordinatorRole SpecificationJob summaryThe Expert Onboarding Coordinator role provides onboarding community management services that allowOpenText to communicate on behalf of its customers and manage the trading partner onboardingcommunity. These may include setting up trading relationship with their global partners, answer incomingcalls...

  • Communications Center Representative

    1 day ago

    Manila, National Capital Region, Philippines Pearson Full time ₱80,000 - ₱120,000 per year

    NOTE:  This is only a 6-month project (January to June 2026)Education, Skills and KnowledgeSenior High School Diploma or equivalent required. Must possess excellent customer service skills.Call center experience is preferred. A very friendly and helpful attitude and the ability to manage simultaneous tasks.Ability to work as a member of a team is...

  • Customer Support Supervisor

    1 day ago

    Manila, National Capital Region, Philippines 360training Full time ₱2,000,000 - ₱2,500,000 per year

    360training is a rapidly growing leader in online training and certification across a wide range of industries and professions. provides customers with the regulated training they need to get and keep jobs they want. Over the years, we have continued to grow our expansive library of regulatory-approved training courses with new content suited for today's...

  • No BPO Experience Required

    1 day ago

    Manila, National Capital Region, Philippines SGS - Sapient Call Center Full time ₱144,000 - ₱336,000 per year

    One-day hiring process Earn up to 28k monthly We are mass hiring for Call Center Agents as prior in our Metro sitesPosition Overview:This role requires strong communication skills, attention to detail, and comprehensive knowledge of airline policies and procedures.Job Responsibilities:Guide customers through the booking process, including selecting seats,...