BPO Operations Supervisor

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 502,000 - 725,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation is seeking a Supervisory role in Metro Manila to lead coach development, ensure COACH model adherence, and support performance through regular check-ins and reporting. The candidate will guide a team of coaches, manage escalations, and help optimize cluster performance.

The role requires minimum 4-year degree, 2–3 years supervisory call center experience, and strong communication and reporting skills with a flexible schedule.

Qualifications

• Minimum of a 4-year undergraduate degree.
• 2-3 years of supervisory experience in a call center/BPO with focus on performance management and employee development.
• Experience in telecommunications account is an advantage.
• Excellent verbal and written communication skills.
• Strong attention to detail, analytical thinking, accuracy, and a strategic mindset.
• Ability to work autonomously with minimal instruction or supervision.
• Proficient in creating reports and using MS Office.
• Willing to work flexible schedules including weekends and holidays.

Responsibilities

• Facilitate development of coach performance through biweekly coaching sessions.
• Ensure coaches follow COACH model by observing and evaluating sessions and scorecards.
• Conduct daily/weekly performance check-ups to support team managers.
• Lead regular cluster meetings and address cluster concerns.
• Observe coach KSBs and rate feedback accurately.
• Support career development discussions for coaches.
• Review reports on cluster performance and present recommendations.
• Interview coach candidates and assist trainee onboarding to prevent attrition.
• Review and approve requests within authorization limits.
• Participate in team and client calibration and call listening sessions.
• Manage escalations and collaborate with team managers and other departments.
• Uphold company mission and values; serve as a role model.
• Perform ad hoc tasks to support departmental needs.

Skills

Performance management

Employee development

Coaching

Verbal & written communication

Analytical thinking

Attention to detail

Autonomy

MS Office

Team leadership

Stakeholder management

Education

Undergraduate degree (communications arts or education preferred)

Tools

MS Office

Job description

Responsibilities:

• Facilitate the development of coach performance by conducting individual coaching sessions on a bi-weekly basis or more frequently, as needed.
• Ensure that coaches follow the COACH model by observing coaching sessions, evaluating teammate scorecards, and providing feedback using TIER
• Facilitate daily/weekly performance check-ups to support team managers in their daily tasks and responsibilities, and other reports that support the development of the team.
• Effectively facilitate regular cluster meetings to discuss cluster-related concerns.
• Effectively observe coach KSBs by accurately rating the Supervisor and Manager Feedback of the coach’s assessment
• Facilitate career development of coaches by conducting individual career development discussions
• Regularly review reports on cluster performance, formulate action plans and present recommendation and performance disputes to Managers
• Build a strong team by interviewing coach candidates and pre-PST trainees, facilitating coach/TM FGDs, motivating team to prevent attrition, realigning roster, and maintaining an effective working relationship with teammates and other departments
• Review, validate and approve requests within authorization limits
• Actively participate in weekly/bi-weekly team and client calibration and call listening sessions
• Effectively manage situations that require use of judgement to identify, communicate and resolve issues including taking 2nd level and executive escalations
• Build strong working relationships with team managers and other departments.
• Uphold company mission, policies and procedures and serve as role model to team members by modeling the company’s values of honesty, trustworthiness, truthfulness, and respect in all actions
• Perform ad hoc tasks to support departmental needs and functions.

Requirements:

• Minimum of 4-year undergraduate degree (communications arts and education majors preferred) or equivalent call center experience
• Must have 2-3 years of supervisory experience in a call center/BPO industry with a strong focus on performance management and employee development
• Experience in a telecommunications account is an advantage
• Excellent verbal and written communication skills
• Demonstrates strong attention to detail, analytical thinking, accuracy in execution, and a strategic mindset
• Must be able to work autonomously with minimal instruction, guidance or supervision on standard performance analysis and projects
• Proficient in creating reports and in using MS Office
• Must be willing to work flexible schedules (including weekends and holidays)