operation Supervisor

InteLogix; Bacolod; On-site; PHP 446,000 - 714,000; Full time

Job summary

InteLogix is seeking a Team Performance Manager to lead administration and optimize contact center performance in Bacolod. You will oversee KPI tracking, coaching, quality audits, and retention initiatives to improve customer experience and efficiency.

Responsibilities include conducting regular team meetings, coaching per agent, reviewing CORs, maintaining coaching logs, and ensuring timely performance feedback and process improvements across the team.

Qualifications

• Experience in managing performance metrics and KPIs for a contact center.
• Ability to coach and provide actionable feedback to agents.
• Experience conducting quality audits and reporting findings.
• Initiatives to reduce attrition and improve retention.

Responsibilities

• Lead KPI tracking for customer satisfaction, quality, AHT, and other metrics.
• Conduct regular team meetings and coaching sessions for agents.
• Perform weekly agent quality audits and document results.
• Monitor attrition and implement retention strategies.
• Review Coaching Opportunity Reports (CORs) and ensure follow-up within 48 hours.
• Maintain up-to-date records including PIPs and coaching logs.

Skills

KPI management

Coaching & feedback

Quality audits

Attrition management

Performance reviews

Job description

Job Description:

Who We Are

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Team Performance Management & Administration

• Manage key performance indicators (KPIs) including Customer Satisfaction, Quality, Average Handle Time, Contacts Per Hour (CPH/EPH/IPH), Ticket Logged Ratio (Billable), Adherence, Attendance, and In-Center/Off-Center Shrinkage.
• Conduct regular team meetings (pre-shift, post-shift, and in-shift) to communicate program and company updates.
• Conduct weekly coaching sessions for each agent, providing feedback, performance reviews, and goal setting, with additional coaching as needed.
• Conduct at least one quality audit per agent per week and upload the results to both GC Central and Verint.
• Actively manage attrition by identifying at-risk employees early, implementing retention strategies, and addressing performance issues promptly.
• Timely review of client call-outs and identification of opportunities for agent or process improvement.
• Timely review and follow-up on Coaching Opportunity Reports (CORs); ensure coaching is completed and confirmation submitted within 48 hours.
• Maintain up-to-date records, including disciplinary actions, Performance Improvement Plans (PIPs), and coaching logs (uploaded to the GC Central Coaching Tracker – at least one per agent per week).

Requirements