Operations Supervisor

2 hours ago

San Pablo City A, Philippines Big Outsource Full time ₱900,000 - ₱1,200,000 per year

Job Description

The Operations Supervisor leads and manages a team of agents, ensuring each member meets or exceeds the standards set by the Company and its clients. This role closely monitors individual and team performance against key account metrics, providing the guidance and support needed to drive improvements and achieve excellence. The supervisor is responsible for fostering professional growth, boosting productivity, and contributing to the overall profitability of the Company.

Key Responsibilities

  • Drive positive change by managing and utilizing metrics such as Service Level Agreements (SLAs), productivity, customer satisfaction, and Net Promoter Score (NPS).
  • Collaborate with direct reports to extract lessons from real situations and set improved metric-based goals, consistently pushing the team toward higher performance and quality standards.
  • Promote employee satisfaction by working with Leads to build strong team connections and clearly communicate the client's mission through meaningful goals.
  • Maintain open, regular communication with Leads to provide support and influence as needed; ensure team members meet daily, weekly, and monthly performance targets.
  • Lead performance management activities including planning, assessment, and feedback sessions aligned with the Company's performance cycle.
  • Set individual and team goals; provide coaching, mentoring, and assistance to help team members meet their targets while monitoring performance throughout each shift.
  • Deliver positive, constructive feedback on performance and manage escalation calls with discernment regarding complexity and individual capability.
  • Oversee team structure, recruiting, onboarding, and training in coordination with leadership and strategic partners; share frontline knowledge to equip team members for handling complex customer interactions.
  • Prepare detailed reports on top and bottom performers, cross-checking them with overall account metrics; use data-driven insights to guide rewards, recognition, coaching, and mentoring efforts.
  • Maintain transparency regarding team and individual performance within the group.
  • Collaborate with fellow Supervisors, Team Leads, and the Operations Manager to address issues and challenges facing the teams.
  • Analyze factors impacting team performance, develop solutions, design incentive programs, and improve working conditions based on findings.

Qualifications

Education & Experience:

  • Bachelor's or College degree in any field
  • At least 5 years of solid working experience in the BPO or call center industry (or related field)
  • Minimum of 3 years experience in a Team Lead role
  • Lean Six Sigma certified and Project Management trained
  • Strong understanding of technology used in the BPO industry
  • Proven ability to manage complex issues and promote satisfactory problem resolution
  • Excellent time management skills with the ability to multitask, organize, and prioritize effectively

Professional Competencies:

  • Demonstrated knowledge of contact center operations and support functions
  • Strong analytical skills with the ability to analyze processes, implement changes, and think both operationally and strategically to meet business goals
  • Ability to execute tasks with a sense of urgency and deliver results efficiently
  • Strong leadership skills with experience managing large groups in a contact center environment
  • Excellent verbal and written communication skills, along with strong facilitation abilities

Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Free parking
  • Gym membership
  • Health insurance

Work Location: In person

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