Operations & Quality 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

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.