Operations Supervisor: Lead a High-Impact Service Team

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 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;