As an Operations Supervisor, you'll manage daily call center operations, lead team leaders, and ensure performance targets are met. You'll handle scheduling, provide leadership, and address conflicts while maintaining company values. Additionally, you'll generate operational reports and ensure compliance with company policies.
Responsibilities
Plan and manage daily shift schedules to ensure adequate coverage.
Assign team leaders and agents based on business needs.
Ensure smooth handovers between shifts.
Lead and mentor team leaders, providing feedback and performance evaluations.
Implement performance improvement plans for underperforming staff.
Track and analyze performance metrics to identify areas for improvement.
Mediate conflicts and promote a positive work environment.
Advocate for employee recognition and career development.
Generate and analyze operational reports for senior management.
Skills and Qualifications
Strong understanding of call center operations and industry standards.
Advanced performance management strategies.
Ability to interpret performance metrics to drive improvements.
Exceptional leadership, communication, and interpersonal skills.
Proficiency in data analysis, reporting, and Microsoft Office Suite.
Strong analytical skills for data analysis and generating insightful reports.
Flexibility, problem-solving abilities, and a customer-centric mindset.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Education and Experience
2+ years in a supervisory role within a call center or similar environment.
Experience managing multiple lines of business (LOBs).
Proven track record in leading teams, improving performance, and meeting KPIs.
Additional leadership training is a plus.
Bachelor’s degree is a plus but not required.
2+ years in a supervisory role within a call center or similar environment.
Experience managing multiple lines of business (LOBs).
Proven track record in leading teams, improving performance, and meeting KPIs.
Additional leadership training is a plus.
Bachelor’s degree is a plus but not required.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!