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Shift Supervisor

2 weeks ago

Dumaguete, Central Visayas, Philippines SOPHI, Inc. Full time ₱240,000 - ₱360,000 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

Job Types: Full-time, Permanent

Pay: Php35, Php40,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Discounted lunch
  • Employee discount
  • Flexible schedule
  • Flextime
  • Free parking
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Ability to commute/relocate:

  • Dumaguete City: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Customer service: 3 years (Required)
  • Team Leadership: 2 years (Preferred)

Location:

  • Dumaguete City (Required)

Work Location: In person