Job description

Oversee the daily operations of the contact center team and ensure performance targets are met
Coach, mentor, and motivate teammates to consistently deliver excellent service
Monitor real-time performance metrics and step in proactively when support is needed
Conduct regular team huddles, one-on-ones, and performance check-ins
Identify gaps in processes or performance and implement practical, people-centered solutions
Escalate complex concerns appropriately and ensure swift, effective resolution
Collaborate with QA, HR, and leadership to align team performance with company goals
Submit accurate and timely reports on team performance, attendance, and key metrics

WHO YOU ARE

3+ years of experience in a supervisory or team lead role in a call center or BPO environment (Required)
A natural leader — you inspire people, not just manage them
Strong analytical mindset with the ability to read data and translate it into action
Excellent communicator — clear, direct, and always professional
Calm under pressure and decisive when it matters most
Highly organized with strong time management and follow-through
Experienced with contact center tools, CRMs, and workforce management systems
Flexible with shifting schedules and fully committed to remote work accountability

WHAT WE OFFER

HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)

Stable internet connection with at least 100 Mbps postpaid
Laptop/Computer Specs: (at least 16GB RAM and Intel i5 core processor equivalent or up)
Noise-Cancelling Headset
Dual Monitor is mandatory
Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup

Operations Supervisor

Role overview