BPO Operations Supervisor - Telecommunication Account

Neksjob Philippines; Philippines; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Equity incentive plan

Commission

Performance bonus

Incentives

Job summary

Neksjob Philippines is seeking an experienced Operations Supervisor for our Telecommunications (Telco) account in Makati. You will lead and develop a team, drive performance, and ensure SLA adherence while managing client relationships and escalations.

The ideal candidate has a solid BPO Telco background and proven leadership in a call center environment, with a focus on coaching, performance management, and consistent delivery in a fast-paced setting.

Qualifications

• At least 2 years of experience in a BPO/contact center environment.
• Must have BPO Telco experience and leadership experience.
• Previous experience as a Team Leader, Operations Supervisor, or similar leadership role.
• Strong understanding of call center operations, KPIs, SLAs, quality, and performance management.
• Excellent communication, coaching, problem-solving, and people-management skills.
• Willing to work onsite in Makati City.
• Willing to work on shifting schedules, including weekends and holidays when required.
• Can start ASAP.

Responsibilities

• Lead and develop a high-performing team for a Telco account in Makati.
• Drive operational performance and ensure SLA achievement.
• Manage escalations and maintain strong client relationships.
• Monitor metrics, logs, and reports; provide coaching and feedback.
• Identify gaps and implement solutions with Client and internal teams.
• Maintain compliance with policies and processes and mentor staff for growth.

Skills

Leadership

People management

Coaching

Communication

Problem solving

Call center ops

Escalation handling

Job description

BPO Operations Supervisor - Telecommunication Account

On-site - Makati 1-3 Yrs Exp High/Senior High School Full-time

Job Description

Employee Recognition and Rewards

Equity Incentive Plan, Commission, Performance Bonus, Incentives

Government Mandated Benefits

Professional Development

Job Training, Professional Development

Job Overview

We are urgently looking for an experienced Operations Supervisor to join our growing Telecommunications (Telco) account in Makati.

The successful candidate will be responsible for leading and developing a team, driving operational performance, ensuring SLA achievement, managing escalations, and maintaining strong client relationships.

If you have a solid BPO Telco background and proven leadership experience in a call center environment, this could be your next career opportunity.

Key Responsibilities

Operations & Process Management

• Ensure achievement of team targets and adherence to client-defined Service Level Agreements (SLAs).
• Monitor and manage daily operational performance, productivity, quality, and service metrics.
• Ensure accurate and timely completion of required logs, reports, and process documentation.
• Maintain comprehensive knowledge of process requirements, policies, and client procedures.
• Monitor calls regularly and provide actionable feedback to team members.
• Participate in calibration sessions with Quality and the Client.
• Identify process gaps and work with the Client and internal teams to develop effective solutions.
• Handle customer and operational escalations promptly and professionally.
• Establish and improve systems and procedures for effective data and report management.
• Perform other duties and responsibilities as assigned.
• Set clear goals and performance expectations for the team.
• Conduct performance appraisals, ongoing feedback, and coaching sessions.
• Motivate and retain team members while maintaining a positive and accountable work environment.
• Monitor team attendance and leave utilization and coordinate with HR regarding applicable policies.
• Mentor and groom team members for increased responsibilities and career growth.
• Prepare individual development plans with appropriate action plans.
• Identify training needs and address performance gaps through targeted coaching and training.
• Conduct regular team briefings covering performance, company policies, process updates, and business priorities.
• Provide feedback from Quality evaluations and ensure appropriate action is taken.
• Administer disciplinary actions and Corrective Action Plans (CAP/DAP) when required and in accordance with company policies.
• Support recruitment activities and participate in the selection of qualified candidates.
• Measure and manage team performance through regular appraisals, coaching, feedback, and training.
• Build effective vertical and horizontal communication channels.
• Provide strong, consistent, and efficient leadership.
• Serve as a role model in terms of performance, professionalism, behavior, and attitude.
• Develop long-term strategies to improve team performance, engagement, motivation, and retention.
• Collaborate with fellow leaders and support teams to ensure smooth operations.

Client Management

• Coordinate closely with the Client regarding team performance and operational concerns.
• Communicate performance updates, challenges, and improvement initiatives.
• Build and maintain a professional and collaborative relationship with the Client.

Qualifications

• At least 2 years of experience in a BPO/contact center environment.
• Must have BPO Telco experience and leadership experience.
• Previous experience as a Team Leader, Operations Supervisor, or similar leadership role is preferred.
• Strong understanding of call center operations, KPIs, SLAs, quality, and performance management.
• Excellent communication, coaching, problem-solving, and people-management skills.
• Strong ability to handle escalations and performance-related concerns.
• Willing to work onsite in Makati City.
• Willing to work on shifting schedules, including weekends and holidays when required.
• Can start ASAP.

Why Apply?

• Join a growing Telecommunications account
• Opportunity to lead and develop a high-performing team
• Work with an established BPO operations team
• Urgent hiring – shortlisted candidates will be contacted immediately

Leadership and Management Skills Supervisory Problem-Solving and Analytical Skills