Operations Supervisor

Valor Global, Inc.; Biñan; On-site; PHP 335,000 - 469,000; Full time

Job summary

Valor Global, Inc. in Biñan, Laguna, seeks an Operations Supervisor to lead a BPO team handling hardware/software troubleshooting and performance coaching.

You will run daily huddles, monitor metrics like FCR, AHT, and CSAT, and ensure adherence to diagnostic workflows and security protocols. The role requires 1–3 years in a team-lead capacity, solid networking basics, and experience with IoT or smart home campaigns is a plus.

Qualifications

• 1–3 years as an Operations Supervisor/Team Leader in a BPO environment; experience in Technical Support, Telecommunications, or IoT/Home Automation campaigns is highly preferred.
• Strong understanding of basic networking (Wi-Fi, IP addressing, routers), mobile app integrations, and smart home hardware (CCTV, motion sensors, hub panels).
• Strong leadership, root-cause analysis, stress management during critical escalations, and data-driven performance management.

Responsibilities

• Conduct daily huddles, weekly 1-on-1 coaching, and side-by-side monitoring to improve agent performance on hardware/software troubleshooting.
• Monitor key call center and technical metrics, including FCR, AHT, and CSAT.
• Act as the point of contact for complex technical issues, emergency handling, or irate customers demanding high-level intervention.
• Ensure agents follow step-by-step technical diagnostic flows, safety/privacy protocols, and security hardware installation guides.
• Track daily attendance, shrink, schedule adherence, and manage shift rosters.
• Coordinate with QA, Training, and Operations Managers to report on trends such as firmware bugs, outages, or recurring hardware defects.

Skills

Leadership

Coaching & mentoring

Data-driven management

Root-cause analysis

Stress management

Team supervision

Job description

Core Responsibilities

• Conduct daily huddles, weekly 1-on-1 coaching, and side-by-side monitoring to improve agent performance on hardware/software troubleshooting.

• Monitor key call center and technical metrics, including:

  • First Contact Resolution (FCR) for troubleshooting steps.

  • Average Handle Time (AHT) and Customer Satisfaction (CSAT).

  • Dispatch Rate (minimizing unnecessary physical technician dispatches).

• Act as the point of contact for complex technical issues, emergency/alarm handling errors, or irate customers demanding high-level intervention.

• Ensure agents strictly follow step-by-step technical diagnostic flows, safety/privacy protocols, and security hardware installation guides.

• Track daily attendance, shrink, schedule adherence, and manage shift rosters.

• Coordinate with Quality Assurance (QA), Training, and Operations Managers to report on trends (e.g., firmware bugs, widespread system outages, recurring hardware defects).

Key Requirements

• 1–3 years as an Operations Supervisor/Team Leader in a BPO environment; experience in Technical Support, Telecommunications, or IoT/Home Automation campaigns is highly preferred.

• Strong understanding of basic networking (Wi-Fi, IP addressing, routers), mobile app integrations, and smart home hardware (CCTV, motion sensors, hub panels).

• Strong leadership, root-cause analysis, stress management during critical escalations, and data-driven performance management.