BPO Operations Supervisor — Coaching & Performance Excellence

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

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.