Contact Center Operations Supervisor
On-sitePasig City, Metro Manila, Philippines
Pasig City, Metro Manila, PhilippinesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Supervise and support a team of contact center agents to meet performance targets and client SLAs while monitoring real-time operations and managing schedules. Provide coaching, feedback, and performance evaluations to drive continuous improvement, and handle escalated customer issues to ensure timely resolution. Collaborate with QA, Training, and Workforce teams to align on goals and analyze performance reports to implement action plans addressing gaps. Foster a positive, high-performance team culture focused on customer satisfaction.
Required Qualifications
- 2+ years of experience in a supervisory role within a BPO or contact center
- Strong leadership, coaching, and communication skills
- Solid understanding of contact center KPIs, tools, and technologies
- Proficiency in Microsoft Office and CRM/contact center platforms
- Ability to work flexible shifts, including weekends or holidays
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Diploma or degree in Business, Communications, or a related field (preferred)
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to background/security investigation
- Must be willing to submit to drug screening
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