Operations Supervisor

ECAM; Pasig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ECAM in Manila is seeking an experienced Operations Supervisor to lead a team of Detection, Escalation and Monitoring Specialists, ensure performance targets are met, implement improvements, and deliver exceptional customer service to clients across sectors.

You will drive workforce management, coaching, QA audits, and project-based initiatives; monitor attendance, schedule adherence, and resource planning; optimize processes, track KPIs, and foster a positive, high-performing team culture;

Qualifications

• Bachelor's degree or college degree.
• Experience in Security/Armed Forces/Protective Services is a plus but not required.
• Proficient in MS Office (Word, Excel, Outlook).

Responsibilities

• Lead and motivate a team to achieve performance goals and exceed customer satisfaction targets.
• Monitor attendance, scheduling, and resource planning within the team.
• Manage SLA/KPI adherence and drive process improvements.
• Provide coaching and performance feedback; implement improvements as needed.
• Coordinate training for new hires and ongoing skill development.
• Generate and analyze performance reports to identify trends and opportunities.

Skills

Team leadership

Performance management

SLA/KPI management

Data analysis

Communication

Scheduling

Change management

Coaching

MS Office

Project management

Education

Bachelor's degree

Tools

MS Project

Excel

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 in 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

Why joinECAM?

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.