Experienced Call Center Operations Supervisor
On-sitePasig City, Metro Manila, Philippines
Pasig City, Metro Manila, PhilippinesOn-siteFull TimeAssociates DegreeLarge
Full TimeAssociates DegreeLarge
Job Summary
Supervise daily operations and ensure adherence to KPIs and SLAs while monitoring agent performance to provide regular coaching and feedback. Manage schedules, attendance, and real-time adherence, and handle escalated customer issues to ensure timely resolution. Collaborate with QA and Training to support agent development, analyze performance reports, and implement improvement strategies to foster a positive, high-performance team culture. Lead a team of agents in delivering exceptional service across BPO campaigns within a professional office environment.
Required Qualifications
- Associate Degree, Certification or Equivalent Combination of Training and Experience
- Minimum 3 years of experience in a supervisory role in a BPO contact center
- Strong leadership, communication, and problem-solving skills
- Proficiency in contact center tools, CRM systems, and reporting platforms
- Ability to manage performance in a fast-paced environment
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
Desired Qualifications
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
Additional Requirements
- 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
- Must be willing to submit to drug screening
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