Operations Supervisor

IntouchCX; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

IntouchCX is seeking a Team Lead to guide Customer Service Representatives, ensuring quality interactions and knowledge of partner brands, products, and processes. The role emphasizes training, performance coaching and career development through evaluations and plans.

You'll drive staffing coordination, participate in partner meetings, and promote engagement to achieve service goals in a fast‑paced environment.

Qualifications

• High school diploma or equivalent.
• Some post-secondary education or a degree with a major in Business.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training, development and engagement to grow and retain employees.
• Meet KPIs and Service Level Agreements.
• Analyze reports to measure production and identify root causes.
• Develop practical solutions to improve performance and partner success.
• Coach teams in real-time and motivate through constructive feedback.
• Coordinate staffing changes with Operations Support or Workforce Management.
• Collaborate with HR, IT and other departments to resolve issues.
• Bring deep operational knowledge to partner meetings.

Education

High school diploma or equivalent

Post-secondary education in Business

Job description

About the role

We're changing the way people think about customer care, and we need your help! We're looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

Key responsibilities

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

About you

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays