Lead, Client-Facing Operations & KPI Excellence

CoDev Philippines; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

CoDev Philippines in Cebu City seeks a Project Supervisor (Operations BU) to lead a team of client-facing employees, ensuring high-quality service, strong client relationships, and achievement of KPIs. The role requires a hands-on leader with BPO/service delivery experience, capable of driving performance and data-driven decision-making.

The candidate will own team performance, coach staff, resolve escalations, and drive continuous improvement across processes to support scalable growth of the

Qualifications

• Bachelor’s degree in Computer Science, Business, or related field.
• 5+ years of supervisory or leadership experience in BPO, call center, or operations.
• Strong track record in handling escalations and performance management.
• Experience with operational metrics (utilization, performance); exposure to business metrics is a plus
• Experience using reporting tools (Excel, dashboards) to drive decisions.
• Technical or IT background is a plus but not required.
• Excellent English communication skills.

Responsibilities

• Own and lead the performance and outcomes of a team of client-facing employees.
• Drive accountability through regular one-on-one meetings, clear goal setting, and performance tracking.
• Ensure consistent achievement of KPIs, SLAs, and quality standards across the team.
• Act as the primary escalation owner for client and operational issues, ensuring timely resolution and root cause analysis.
• Build and strengthen client relationships by ensuring alignment, transparency, and delivery excellence.
• Take full ownership of team performance, including coaching, development, and implementation of PIPs when necessary.
• Proactively identify, address, and resolve team and client conflicts with sound judgment and professionalism.
• Lead and implement process improvements to enhance efficiency, quality, and scalability.
• Ensure strict adherence to client requirements, company policies, and operational standards.
• Drive team engagement, retention, and development through consistent leadership and support.
• Analyze team performance metrics to identify risks, trends, and optimization opportunities.
• Leverage data to inform decisions, improve outcomes, and contribute to the scalable growth of the Operations BU.

Skills

Leadership

Conflict resolution

Client management

Performance management

Data-driven

Education

Bachelor’s degree in Computer Science, Business, or related field

Tools

Excel

Dashboards

Job description

CoDev Philippines in Cebu City seeks a Project Supervisor (Operations BU) to lead a team of client-facing employees, ensuring high-quality service, strong client relationships, and achievement of KPIs. The role requires a hands-on leader with BPO/service delivery experience, capable of driving performance and data-driven decision-making.

The candidate will own team performance, coach staff, resolve escalations, and drive continuous improvement across processes to support scalable growth of the