Operations Supervisor - Baguio (For Pooling)

Job Summary

We are seeking a results-driven and people-oriented Team Leader to oversee day-to-day operations, drive team performance, and ensure service excellence. The ideal candidate has strong leadership experience in a BPO environment, excels in coaching and performance management, and can motivate a team to consistently achieve operational goals.

Key Responsibilities

• Manage and lead a team of Customer Service Representatives.
• Monitor daily performance and ensure achievement of KPIs, SLAs, and productivity targets.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.
• Handle employee concerns, attendance issues, and disciplinary actions as needed.
• Facilitate team huddles, calibration sessions, and engagement activities.
• Collaborate with Operations Managers and support teams to drive business objectives.
• Ensure adherence to company policies, compliance requirements, and client expectations.
• Develop action plans to improve team performance and customer experience.

Qualifications

• At least 2-3 years of experience as a Team Leader in a BPO setting.

• Proven experience in coaching, performance management, and team development.

• Excellent communication, leadership, and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Proficient in Microsoft Office applications and reporting tools.

• Willing to work onsite and on a shifting schedule.