Operations Lead: Team Performance & Process Improvement

ECAM; Iloilo City; On-site; PHP 600,000 - 780,000; Full time

Job summary

ECAM is seeking an experienced Operations Supervisor to lead a high-performing team in Iloilo City. The role focuses on achieving performance targets, maintaining service quality, and delivering excellent customer service.

You will manage a diverse team including Detection, Escalation, and Monitoring Specialists, overseeing training, performance reviews, and continuous improvement initiatives. Onsite work is required, with flexibility for evenings, weekends, and holidays.

Qualifications

• Bachelor's degree required.
• 2-3 years of supervisory experience in a BPO or similar environment is preferred.
• Strong knowledge of MS Office suite (Word, Excel, Outlook).
• Proficient English communication, both written and spoken.
• Willing to work onsite and available evenings, weekends, and holidays.

Responsibilities

• Lead and motivate a team to achieve performance goals and client satisfaction targets.
• Monitor attendance, scheduling, and staffing to ensure coverage.
• Provide coaching and performance feedback to drive improvement.
• Ensure adherence to SLA/KPI, quality, and operational standards.
• Drive process improvements and coordinate training for team members.
• Handle escalations and support a positive team culture.

Skills

Team Leadership

Performance Management

Project Management

MS Office

English Proficiency

Coaching

Analytics

SLA/KPI Monitoring

Onsite Work

Education

Bachelor's Degree

Tools

MS Project

MS Excel

PowerPoint

Outlook

Job description

ECAM is seeking an experienced Operations Supervisor to lead a high-performing team in Iloilo City. The role focuses on achieving performance targets, maintaining service quality, and delivering excellent customer service.

You will manage a diverse team including Detection, Escalation, and Monitoring Specialists, overseeing training, performance reviews, and continuous improvement initiatives. Onsite work is required, with flexibility for evenings, weekends, and holidays.