BPO Operations Supervisor

SupportZebra; Makati; On-site; PHP 502,000 - 725,000; Full time

Job summary

SupportZebra in Makati is seeking an Operations Team Leader to guide a team of Agents delivering high-quality service across voice, chat, email, and social channels. You will focus on performance, coaching, and operational support in a fast-paced environment.

The ideal candidate brings at least 1 year leading BPO teams, a proven track record with KPIs and SLA management, and strong analytical and communication skills.

Qualifications

• Minimum 1 year as a Team Leader or Supervisor in a BPO or customer service setting.
• Proven track record in managing and motivating teams within a metrics-driven environment.
• Experience overseeing multi-channel operations (voice, chat, email, social media).
• Excellent written and verbal communication skills.
• Strong analytical abilities for performance management and resolving bottlenecks.

Responsibilities

• Guide and support a team of Agents to ensure high-quality service across channels.
• Drive team performance and achieve KPIs and SLAs.
• Coach staff using structured coaching models and performance reviews.
• Identify bottlenecks and implement process improvements.
• Ensure compliance with client and company standards and maintain accountability.

Skills

Leadership & coaching

Multi-channel operations

Performance management

Data analysis & KPI tracking

Communication skills

Tools

CRM systems

Excel/Google Sheets

KPIs dashboards

Job description

The Operations Team Leader is responsible for guiding and supporting a team of Agents to ensure the consistent delivery of high-quality service across multiple communication channels. This role focuses on driving team performance, achieving operational Key Performance Indicators (KPIs), ensuring compliance with client and company standards, and fostering a culture of accountability, engagement, and continuous improvement.

The ideal candidate is a strong, adaptable leader with a background in BPO or customer service settings, capable of balancing performance management, coaching, and operational support in a fast-paced environment.

Qualifications & Experience

• Experience: Minimum of 1 year of experience as a Team Leader or Supervisor in a BPO or customer service setting.
• Leadership Track Record: Proven background in managing and motivating teams within a metrics-driven environment.
• Channel Expertise: Prior experience overseeing multi-channel customer service operations (voice, chat, email, social media) is highly advantageous.
• Communication: Exceptional written and verbal communication skills.
• Accountability & Problem-Solving: Strong analytical abilities with a track record of handling performance management and resolving operational bottlenecks effectively.

Technical Skills & Tool Proficiency

• Deep understanding of BPO operations, KPI tracking, and SLA management.
• Hands-on experience using CRMs and customer service platforms.
• Proficiency in performance reporting and data analysis using Microsoft Excel or Google Sheets.
• Demonstrated expertise in structured coaching models and team performance management.

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