Creation Manager or Supervisor Japanese BPO BGC Nightshift

John Clements Recruitment, Inc.; Taguig; On-site; PHP 900,000 - 1,100,000; Full time

Benefits offered by this job

HMO coverage for employee + 2 dependоn

13th-month pay

SSS

Pag-IBIG

PhilHealth

Job summary

John Clements Recruitment, Inc. in Taguig is seeking a Creation Manager or Supervisor for a Japanese BPO night shift. You will coach a team of sales assistants, monitor activity, and drive performance across CRM and QA processes.

The role emphasizes leadership, process improvement, and seamless onboarding, with strong English communication and client coordination. The position is on-site in BGC with 3-5 years of experience, a Bachelor's degree or equivalent, and full-time commitment.

Qualifications

• 3+ years in contact center/customer care with US night-shift exposure.
• Bachelor's Degree or high school diploma with solid professional experience (>3 years).
• Excellent English with neutral accent and live-call proficiency.
• Proven ability to coach a full team to improve sales/customer support results.
• Experience building systems for a growing team (scripts, QA, escalation paths).

Responsibilities

• Coach and mentor Sales Assistants to hit performance targets.
• Monitor calls, follow-ups, and CRM to ensure quality and productivity.
• Conduct performance reviews and onboarding/training.
• Lead frontline sales activities and client management.
• Oversee call quality, CRM accuracy, and workflow efficiency.
• Identify and implement process improvements to drive results.
• Track KPIs and prepare reports to identify trends.
• Coordinate with internal teams to align sales efforts.
• Support day-to-day sales operations and documentation.
• Onboard and transition new hires quickly with minimal supervision.

Skills

Coaching

Performance management

Team leadership

Sales coaching

CRM monitoring

Call quality

Data analysis

Stakeholder management

English communication

Education

Bachelor's Degree

High School diploma with >3 years experience

Tools

CRM

Call scripts

QA checklists

Job description

Creation Manager or Supervisor Japanese BPO BGC Nightshift

John Clements Recruitment, Inc.

On-site - Taguig 3-5 Yrs Exp Bachelor Full-time

Job Description

Coach and mentor Sales Assistants to achieve performance targets.

Monitor daily activities (calls, follow-ups, CRM) to ensure quality and productivity.

Conduct performance reviews, provide feedback, and support onboarding/training.

Sales Operations & Frontline Engagement

Handle inbound/outbound sales activities and support client inquiries and job postings.

Lead by example in sales communication and client management.

Oversee call quality, CRM accuracy, and workflow efficiency.

Identify and implement process improvements to drive results.

Reporting & Performance Tracking

Track KPIs (calls, conversions, pipeline progress).

Prepare reports and analyze data to identify trends and improvement areas.

Client & Stakeholder Coordination

Manage escalations and ensure timely, professional client communication.

Collaborate with internal teams to align sales efforts.

Administrative Oversight

Support day-to-day sales operations, documentation, and task management.

Ensure organized records and compliance with company processes.

Onboarding & Transition

This role is designed for an experienced professional who can quickly integrate and operate with minimal supervision.

Structured onboarding will focus on company processes, operational expectations (OEs), and key business information.

Ongoing guidance will be provided by counterparts and the Site Manager to support alignment and transition.

The expectation is to deliver impact early and operate independently within a short ramp period.

Bachelor's Degree required (or High School diploma with solid professional experience for more than 3 years (+))

Excellent spoken English with a neutral, easy-to-understand accent — able to jump onto a live call and personally demonstrate what "good" sounds like

Proven ability to control and win high-volume, high-pressure calls personally, and to coach a full team of reps to do the same — this is the core of the role, not a nice-to-have

3+ years in contact center/customer care, with direct exposure to US night-shift operations

2+ years of tenure in a Supervisory role, managing team quality, CRM accuracy, and workflow

Genuine coaching mindset with a track record of improving sales or customer support results through people, not just process

Experience building systems or processes for a growing team (call scripts, QA checklists, escalation paths) rather than just following existing ones

Strong persuasion skills and comfort leading a larger team as headcount grows

Adaptable and flexible, with the ability to contribute effectively in a startup environment where priorities and responsibilities may evolve

Our Essentials Incentive (Probation Only)

• Granted during probation based on behavioral performance (work ethic, collaboration, etc.).
• May later be integrated into your basic salary upon regularization.
• Separate from the “Our Essentials Incentive (Probation Only).”
• Based on achieving sales KPIs or targets.

Performance Reviews

• Conducted twice a year (June and December) for regular employees.
• Potential salary increase every six months based on performance.

Leave Benefits

• 24 total leave credits per year (12 vacation + 12 sick).
• Leave credits start accruing upon employment but can only be used after probation.
• Leave conversion benefit: Up to 10 unused credits convertible annually.

Government and Other Benefits

• Includes SSS, Pag-IBIG, PhilHealth, 13th-month pay.
• HMO coverage (Etiqa – Maybank Group) for employee + 2 dependents, effective Day 1.
• The company will discuss full benefits to the selected candidate

Graveyard

9 PM to 6 AM or 10 PM to 7 AM or 11 PM to 8 AM (DST-dependent)

Interview process: Online or face-to-face

Preview

Recruiter John Clements Recruitment, Inc.