Operations Supervisor – BPO | Onsite Silver City | Night Shift

Recruitify_HR; Taguig; On-site; PHP 334,800 - 446,400; Full time

Job summary

A leading BPO company is seeking an Operations Supervisor to oversee a team of customer service representatives in Taguig. The ideal candidate will have 1-2 years of supervisory experience in a BPO environment and strong people management skills. Responsibilities include coaching agents, monitoring KPIs, and ensuring compliance with policies. Candidates must be willing to work onsite in Silver City during night shifts to support clients in US, UK, Canada, or Australia. Former Teleperformance employees are not eligible for this position.

Qualifications

• 1-2 years of experience as a supervisor in BPO or contact center.
• Strong people management and coaching skills.
• Good English communication skills.

Responsibilities

• Supervise a team of customer service representatives.
• Provide coaching, training, and performance feedback.
• Monitor team KPIs and quality metrics.
• Implement performance improvement plans.
• Ensure compliance with client and internal policies.
• Support quality assurance initiatives.

Skills

People management

Coaching

English communication

Customer service experience

Call center metrics knowledge

CRM tools experience

Job description

Operations Supervisor BPO | Onsite Silver City | Night Shift

Location: Silver City Pasig

Work setup: Onsite

Shift: Night shift / shifting schedule

Headcount: 16

Account: Appliance support program

Job Responsibilities

• Supervise a team of customer service representatives in a contact center environment
• Provide coaching, training, and performance feedback to agents
• Monitor team KPIs, productivity, and quality metrics
• Identify performance gaps and implement improvement plans
• Ensure compliance with client requirements and internal policies
• Support quality assurance and process improvement initiatives
• Coordinate with operations managers and support teams
• Maintain high employee engagement and retention
• Escalate operational issues when needed

Qualifications

• At least 1 to 2 years experience as Supervisor in BPO or Contact Center
• Strong people management and coaching skills
• Good English communication skills
• Experience handling customer service teams
• Knowledge of call center metrics such as AHT CSAT QA Productivity
• Experience using CRM or contact center tools
• Willing to work onsite in Silver City
• Willing to work night shift or shifting schedule
• Willing to support US UK Canada or Australia market
• Former Teleperformance employees are not eligible