BPO Operations Supervisor

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

Job summary

ePERFORMAX Contact Centers Corporation in the Philippines is seeking a seasoned supervisor to lead coach development, drive performance analytics, and manage feedback processes within a dynamic call center environment.

You will conduct bi-weekly coaching, oversee performance check-ups, facilitate team calibration sessions, and build cross-department relationships while upholding the company values in daily operations.

Qualifications

• Minimum of a 4-year undergraduate degree (communications arts and education majors preferred) or equivalent call center experience.
• 2–3 years of supervisory experience in a call center/BPO with focus on performance management and employee development.
• Excellent verbal and written communication skills.
• Able to work autonomously with minimal instruction or supervision on standard performance analysis and projects.
• Proficient in creating reports and using MS Office.

Responsibilities

• Facilitate the development of coach performance by conducting individual coaching sessions on a bi-weekly basis or more frequently, as needed.
• Ensure 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.
• Observe coach KSBs by rating the Supervisor and Manager Feedback of the coach’s assessment.
• Facilitate career development of coaches by conducting individual career development discussions.
• Review reports on cluster performance, formulate action plans and present recommendations and performance disputes to Managers.
• Build a strong team by interviewing coach candidates and pre-PST trainees, facilitating coach/TM FGDs, and maintaining relationships with teammates and other departments.
• Review, validate and approve requests within authorization limits.
• Participate in weekly/bi-weekly team and client calibration and call listening sessions.
• Manage situations requiring judgement to identify, communicate and resolve issues including 2nd level and executive escalations.
• Build strong working relationships with team managers and other departments.
• Uphold company mission, policies and procedures and model the company values of honesty, trustworthiness, truthfulness, and respect.
• Perform ad hoc tasks to support departmental needs and functions.

Skills

Coaching leadership

Performance management

Analytical thinking

Attention to detail

Autonomous work style

MS Office

Education

Four-year undergraduate degree (communications arts or education preferred) or equivalent call center experience

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)