Call Center Supervisor

Unify CX is looking for an extraordinary Call Center Supervisor to join our motivated and ambitious team.

Role: Call Center Supervisor

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

Benefits: Day 1 HMO | Day 1 Life Insurance

What Will You Do?

As the Call Center Supervisor, you will motivate Customer Service, Retention, Sales Support and technical support agents within your team, driving them to achieve their best, and strive to deliver customer experiences of the highest standard. Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company.

The position will be based in our Philippine call center in ETON Site, Quezon City.

In this role, you will:

• Lead and inspire a team of Customer and Sales Support agents to deliver excellent levels of individual/team performance and customer satisfaction
• Monitor daily workflow and ensure that the correct procedures are followed
• Keeping up to date with business development and new product lines
• Support the Program Manager in highlighting operational risks and areas of improvement
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Identify system and workflow improvements to enhance the team's efficiency
• Support agent escalations and manage according to the established workflow
• Escalate any appropriate problems to senior management
• Works with team leadership to develop, implement, and monitor CES development plans with an overall focus on customer service and technical support skills
• Performs other duties as assigned

Who Are You:

To be considered, candidates are expected to have the following:

Required Qualifications:

• High School Diploma: Minimum requirement.
• Experience in a Call Center: Usually, a few years (2–5 years) of experience working in a call center, including roles such as a customer service representative or team leader, is required.
• Leadership or Supervisory Experience: Experience managing or leading teams is highly preferred. This demonstrates the ability to motivate and guide team members effectively
• Excellent verbal and written communication skills to interact with staff, customers, and upper management.
• Ability to motivate, manage, and develop a team. Strong skills in conflict resolution, problem-solving, and delegation is essential.
• Strong background in providing top-tier customer service and understanding customer needs.
• Ability to manage schedules, track performance, and ensure tasks are completed on time.
• Familiarity with call center software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.).
• Managing both individual and team tasks while maintaining high performance standards.

Preferred Qualifications:

• Associate's or bachelor's Degree (preferred): A degree in business administration, management, or a related field can be beneficial, although not always mandatory.
• Excellent leadership and communication skills
• Strong customer service skills, including call center client processes and procedures
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic with the ability to motivate the team
• Creative thinking
• PC literate, including Microsoft Office products
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiation skills
• Ability to work in a team environment
• Ability to meet or exceed performance goals

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.