Operations Supervisor: Lead Teams, Elevate Performance

Divergence HR Consulting Group Inc.; Pasig; On-site; PHP 391,000 - 670,000; Full time

Job summary

Divergence HR Consulting Group Inc. is seeking an experienced Operations Supervisor to oversee daily operations, lead a team, and ensure targets in productivity, quality, and performance are met.

The ideal candidate will coach and develop staff, manage escalations, ensure compliance with client requirements, and drive continuous improvement across processes in a fast-paced BPO environment. This role is based in Metro Manila and requires willingness to work Monday through Saturday, with a focus

Qualifications

• 3-5 years of supervisory or team leadership experience in a BPO environment.
• Strong experience in people management, coaching, and performance monitoring.
• Knowledge of BPO operations, KPIs, quality standards, and workforce productivity.
• Excellent communication, problem-solving, and decision-making skills; able to handle escalations.

Responsibilities

• Supervise and manage the day-to-day operations of the assigned team.
• Lead, coach, and motivate team members to achieve productivity, quality, and performance targets.
• Monitor team performance and provide regular coaching and feedback.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Address escalations, employee concerns, and operational issues in a timely manner.
• Analyze operational reports and performance metrics to identify areas for improvement.
• Implement action plans to improve team performance and overall operational efficiency.
• Coordinate with other departments and stakeholders to resolve operational concerns.
• Prepare and present performance reports and operational updates to management.
• Support process improvement initiatives and other operational projects as needed.

Skills

People management

Coaching

Performance monitoring

BPO operations

Communication skills

MS Office

Escalation handling

Education

Bachelor's degree in Business Administration, Management, or related field

Tools

MS Office

Job description

Divergence HR Consulting Group Inc. is seeking an experienced Operations Supervisor to oversee daily operations, lead a team, and ensure targets in productivity, quality, and performance are met.

The ideal candidate will coach and develop staff, manage escalations, ensure compliance with client requirements, and drive continuous improvement across processes in a fast-paced BPO environment. This role is based in Metro Manila and requires willingness to work Monday through Saturday, with a focus