Operations Supervisor - Telco (Clark, Pampanga)

VXI Global Solutions; Central Luzon; On-site; PHP 335,000 - 670,000; Full time

Job summary

VXI Global Solutions in Philippines is seeking a capable Team Leader to manage a group of 11 to 20 Account Associates, review performance data, and drive improvements to close performance gaps. You will track time, review KPI trends, and coach agents to meet or exceed targets.

Responsibilities include daily performance reviews, QA alignment, coaching one-on-one, and coordinating with IT/HR/workforce. The role emphasizes leadership, mentorship, and adherence to company policies and CSAT goals.

Qualifications

• Bachelor’s/College degree holder.
• Held a Team Leader/Supervisory position for at least 6 months in a BPO company, preferably Telco LOB.

Responsibilities

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training).
• Reviews agent performance results daily to ensure all goals are met or exceeded.
• Analyzes and trends agent KPI/Sales performance.
• Identifies performance gaps and prepares action plans for coaching and performance improvement.
• Monitors and assesses employee calls to drive performance improvement plans.
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations.
• Be hands-on and demonstrates a desire to help Account Associates by building effective working relationships, driving individual responsibility, and accountability.
• Teaches and improves up-selling and technical skills (e.g., improved call handling, navigation and Product information research).
• Reviews and distributes procedure changes/updates; ensures agents understand changes and are aligned with goals.
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel.
• Attends assigned Leadership Calibrations.
• Assists and tracks agent password resets.
• Assists, tracks, and coordinates issues with supporting departments (IT, HR, Workforce).
• Administers HR and Department policies as instructed.
• Conducts annual reviews/PACS/E-valuation.
• Presents team performance in a business review format weekly or monthly.
• Supports and enforces Code of Conduct, Compliance Requirements and Procedures, Dress Code, English Only Policy, Integrity.
• Drives teamwork and team performance.
• Creates, implements, and supports call center initiatives.
• Orients newly assigned members and establishes team mentor/buddies.
• Performs other duties within the center.

Skills

Team leadership

Coaching

Performance analysis

Quality assurance

Time management

Education

Bachelor's degree

Job description

The position is responsible for managing a group of 11 up to 20 Account Associates, reviewing and analyzing performance data, pinpointing root causes for performance variance, trending and creating improvement plans to correct and improve performance gaps.

Responsibilities:

• Tracks and documents employee time (punctuality, attendance, ACD minutes, and up-training)
• Reviews agent performance results daily to ensure all goals are met or exceeded
• Analyzes and trends agentKPI/Sales performance
• Identifies performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
• Monitors and assesses employee calls to drive performance improvement plans
• Ensures agent calls are aligned with Quality Assurance objectives and targets, and CSAT expectations
• Be hands-on and demonstrates a desire to help Account Associates by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site’s successful performance
• Teaches and improves up-selling and technical skills (i.e. improved call handling, navigation and Product information research etc)
• Reviews and distributes procedure changes/updates in a timely manner. Ensures agents understand changes and are aligned with organizational/site goals
• Plans and conducts team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
• Attends assigned Leadership Calibrations
• Assists and tracks agent password resets
• Assists, tracks, and coordinates issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
• Administers HR and Department policies as instructed
• Conducts annual reviews/PACS/E‑valuation
• Presents his/her team’s performance in a business review format either weekly or monthly
• Supports and enforces
• Code of Conduct
• Compliance Requirements and Procedures
• Dress Code
• English Only Policy
• Integrity
• Drives teamwork and team performance
• Creates, implements, and supports call center initiatives
• Orients newly assigned members and establishes team mentor/buddies
• Performs other assigned/related duties within the center as directed

Qualifications:

• Bachelor’s/College degree holder
• Held a Team Leader/Supervisory position for at least 6 months in a BPO company, preferably Telco LOB.