We are looking for a confident and experienced Call Center Supervisor to lead our customer service teams and support agents in delivering exceptional service experiences. This is a strategic frontline leadership role, focused on team performance, coaching, quality assurance, and client alignment.
You will be responsible for the full performance lifecycle of your team, including staffing, development, and adherence to SLA, QA, and attendance goals.
What you’ll do:
- Oversee daily operations for assigned agent teams across all channels (calls, chats, emails).
- Monitor individual and team KPIs to ensure performance goals are met or exceeded.
- Conduct call monitoring, QA reviews, and targeted coaching sessions.
- Handle escalated customer issues and work closely with clients to meet service expectations.
- Participate in calibration and KPI calls with clients and internal QA teams.
- Review and approve agent schedules, adherence, and timecards.
- Support new hire interviews, onboarding, and ongoing training.
- Execute disciplinary actions in collaboration with HR (attendance, behavior, etc.).
- Work with QA and support teams to identify call trends and service opportunities.
- Help maintain and develop SOPs, training materials, and process documentation.
- Collaborate with workforce, IT, warehouse, and client services to drive operational success.
What We’re Looking For:
- 2–3+ years of supervisory experience in a contact center or BPO environment.
- Strong leadership and people management skills with a coaching mindset.
- Proven track record of managing performance, attendance, and quality.
- Excellent communication, documentation, and time management skills.
- Comfortable using WFM, QA systems, and client-facing platforms.
- Experience in handling cross-departmental collaboration and client communication.
Job Type: Full-time
Pay: Php35,000.00 - Php40,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Promotion to permanent employee
Work Location: In person
Expected Start Date: 08/17/2025
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