BPO Sr. Team Manager/Assistant Operations Manager

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 446,000 - 714,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation is seeking a capable Supervisor to lead coaching and performance management for its agent teams. You will oversee coaching sessions, ensure adherence to COACH, and support managers with performance reports and process improvement initiatives.

Applicants should have 2–3 years in a supervisory role within a call center, strong communication skills, and a strategic mindset to drive development and reduce attrition.

Qualifications

• Bachelor's degree or equivalent call center experience.
• Strong verbal and written communication skills.
• Attention to detail and analytical thinking required.

Responsibilities

• Facilitate development of coach performance with bi-weekly coaching sessions.
• Ensure COACH model usage by observing sessions, evaluating scorecards, and giving feedback.
• Support team managers with daily/weekly performance check-ups and relevant reports.

Skills

Verbal communication

Written communication

Attention to detail

Analytical thinking

MS Office proficiency

Autonomy

Education

4-year undergrad degree (communications/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)