Onsite BPO Operations Supervisor: Lead, Coach & Optimize CX

Tasq Work; Pasay; On-site; PHP 469,000 - 725,000; Full time

Job summary

Tasq Work is seeking an experienced Customer Service Operations Supervisor to lead a team at MOA, Pasay. You will coach, train and provide performance feedback, ensuring service levels meet client expectations and quality standards.

Responsibilities include monitoring metrics, driving process improvements, addressing operational issues, and collaborating with department heads to implement policies while maintaining high staff engagement and retention in a fast-paced environment.

Qualifications

• Minimum 1 to 2 years' experience in a contact center operations supervisory role.
• Strong people management skills with the ability to lead, motivate and develop a team.
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels.
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement.
• Proficient in using contact center software and reporting tools.
• Understanding of contact center metrics and the ability to drive performance improvements.
• Familiarity with compliance and quality assurance processes in a contact center environment.
• Willing to work on a shifting schedule.

Responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback
• Monitor and analyze team and individual performance metrics to identify areas for improvement
• Implement effective quality assurance processes and provide feedback to drive operational excellence
• Collaborate with department heads to optimize workflows and implement new policies or procedures
• Foster a positive, motivating team environment to support high staff engagement and retention
• Identify and address any operational issues, escalating to senior management asneeded
• Ensure full compliance with client requirements, contractual obligations and internal policies

Skills

Supervisory experience

BPO experience

Immediate start

People management

Communication skills

Tools

Contact center software

Reporting tools

Job description

Tasq Work is seeking an experienced Customer Service Operations Supervisor to lead a team at MOA, Pasay. You will coach, train and provide performance feedback, ensuring service levels meet client expectations and quality standards.

Responsibilities include monitoring metrics, driving process improvements, addressing operational issues, and collaborating with department heads to implement policies while maintaining high staff engagement and retention in a fast-paced environment.