Operations Supervisor

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 looking for talented individuals like you! Be the nextOperations Supervisor.

We are seeking a dynamic and experienced Supervisor to join our team. The ideal candidate will have proven leadership skills, a strong understanding of operations, and a commitment to delivering exceptional customer service. The Supervisor will be responsible for managing a team of Detection Specialist, Escalation Specialist, Monitoring Specialist, ensuring performance targets are met, and fostering a positive and productive work environment.

Duties & Responsibilities:

Team Leadership

• Lead and motivate a team to achieve performance goals and exceed customer satisfaction targets.

• Conduct regular team meetings to communicate updates, share best practices, and address any concerns.

Workforce Management

• Monitor attendance, punctuality, and schedule adherence of team members.

• Ensure adequate staffing levels are maintained to support operational requirements.

• Review leave requests and support resource planning within the team.

Performance Management

• Monitor individual and team performance metrics, providing constructive feedback and coaching to improve performance.

• Develop and implement performance improvement plans as needed.

Accountability

• Accountable for the achievement of team and departmental targets.

• Ensure compliance with service level agreements, operational standards, and company policies.

• Take ownership of employee development and engagement.

• Foster employee engagement, retention, and professional development within the team.

Quality Assurance

• Implement and oversee quality assurance programs to ensure high standards of service delivery.

• Conduct regular audits of customer interactions and provide feedback to agents for continuous improvement.

Training and Development

• Coordinate training sessions for new hires and ongoing training for existing team members.

• Identify training needs and collaborate with the training department to address skill gaps.

Process Improvement and Project Management

• Work closely with operations and quality teams to identify process improvements and efficiency enhancements.

• Implement changes to streamline operations and enhance overall service delivery.

• Identify and create small-scale projects and initiatives to address operational gaps and improve team performance.

• Develop and monitor project plans, timelines, deliverables, and action items.

• Coordinate project implementation within the assigned team and with relevant stakeholders.

• Monitor progress, identify risks or gaps, and elevate issues as needed.

• Track project outcomes and ensure initiatives are effectively implemented and sustained.

Customer Escalations

• Handle escalated customer issues, ensuring timely resolution and maintaining customer satisfaction.

• Provide guidance to team members on effective problem-solving and conflict resolution.

Reporting and Analysis

• Generate and analyze performance reports to identify trends and areas for improvement.

• Utilize data-driven insights to make informed decisions and drive operational excellence

Qualifications:

• Possess a Bachelor's/ College Degree

• Experience in Security/ Armed Forces/ Protective Services, Video Surveillance Monitoring or equivalent is a plusbut not required.

• Knowledgeable in Microsoft Office suite including Word and Excel, Outlook email, etc.

• Required language(s): English.

• Minimum of 2-3 years of experience in a supervisory role within a BPO environment.

• Proven ability to lead and manage a team effectively.

• Experience in project management is a plus.

• Experience in conducting regular team meetings, performance evaluations, and providing constructive feedback.

• Experience in implementing changes and leading teams through transitions.

• Experience fostering a positive and inclusive team culture.

• Experience monitoring and achieving service level agreements (SLA) and key performance indicators (KPI).

• Strong performance management skills. Track record of meeting and exceeding key performance indicators
  (KPIs) for both individual and team performance.

• Thorough understanding of project/program management techniques and methods.

• Proven ability to analyze data, identify trends, and implement solutions to improve overall team performance.

• Strong organizational skills with the ability to prioritize tasks and manage time effectively.

• Knowledge of coaching, mentorship, performance evaluation and change management principles.

• Excellent knowledge of MS Office; working knowledge of program/project management software (MS Project etc.) is a strong advantage.

• Leadership and organizational skills

• Excellent communication skills (presentation and report writing).

• Ability to manage real time monitoring operations while balancing service levels, quality, and productivity.

• Ability to assess operational issues and determine appropriate corrective actions

• Ability to lead teams effectively during high pressure situations and critical incidents

• Willing to work in onsite.

• Open to work during evenings, weekends, and holidays

AtECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.