Project Supervisor for CSR

CoDev Philippines; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

CoDev Philippines in Cebu City seeks a Project Supervisor (Operations BU) to lead a team of client-facing employees, ensuring high-quality service, strong client relationships, and achievement of KPIs. The role requires a hands-on leader with BPO/service delivery experience, capable of driving performance and data-driven decision-making.

The candidate will own team performance, coach staff, resolve escalations, and drive continuous improvement across processes to support scalable growth of the

Qualifications

• Bachelor’s degree in Computer Science, Business, or related field.
• 5+ years of supervisory or leadership experience in BPO, call center, or operations.
• Strong track record in handling escalations and performance management.
• Experience with operational metrics (utilization, performance); exposure to business metrics is a plus
• Experience using reporting tools (Excel, dashboards) to drive decisions.
• Technical or IT background is a plus but not required.
• Excellent English communication skills.

Responsibilities

• Own and lead the performance and outcomes of a team of client-facing employees.
• Drive accountability through regular one-on-one meetings, clear goal setting, and performance tracking.
• Ensure consistent achievement of KPIs, SLAs, and quality standards across the team.
• Act as the primary escalation owner for client and operational issues, ensuring timely resolution and root cause analysis.
• Build and strengthen client relationships by ensuring alignment, transparency, and delivery excellence.
• Take full ownership of team performance, including coaching, development, and implementation of PIPs when necessary.
• Proactively identify, address, and resolve team and client conflicts with sound judgment and professionalism.
• Lead and implement process improvements to enhance efficiency, quality, and scalability.
• Ensure strict adherence to client requirements, company policies, and operational standards.
• Drive team engagement, retention, and development through consistent leadership and support.
• Analyze team performance metrics to identify risks, trends, and optimization opportunities.
• Leverage data to inform decisions, improve outcomes, and contribute to the scalable growth of the Operations BU.

Skills

Leadership

Conflict resolution

Client management

Performance management

Data-driven

Education

Bachelor’s degree in Computer Science, Business, or related field

Tools

Excel

Dashboards

Job description

The Project Supervisor (Operations BU) leads a team of client-facing employees to ensure consistent delivery of high-quality service, strong client relationships, and achievement of operational KPIs. This role acts as the primary in-country support and representative for both employees and clients, ensuring alignment, responsiveness, and a seamless overall experience. It requires a hands-on leader with solid experience in BPO or service delivery environments, capable of driving team performance, resolving conflicts, and using data to support decision-making, continuous improvement, and business scalability.

Key Responsibilities

• Own and lead the performance, engagement, and outcomes of a team of client-facing employees
• Drive accountability through regular one-on-one meetings, clear goal setting, and performance tracking
• Ensure consistent achievement of KPIs, SLAs, and quality standards across the team
• Act as the primary escalation owner for client and operational issues, ensuring timely resolution and root cause analysis
• Build and strengthen client relationships by ensuring alignment, transparency, and delivery excellence
• Take full ownership of team performance, including coaching, development, and implementation of PIPs when necessary
• Proactively identify, address, and resolve team and client conflicts with sound judgment and professionalism
• Lead and implement process improvements to enhance efficiency, quality, and scalability
• Ensure strict adherence to client requirements, company policies, and operational standards
• Drive team engagement, retention, and development through consistent leadership and support
• Analyze team performance metrics to identify risks, trends, and optimization opportunities
• Leverage data to inform decisions, improve outcomes, and contribute to the scalable growth of the Operations BU

Key Skills

• Strong leadership presence with proven ability to drive team accountability and results
• Excellent conflict resolution and critical decision-making skills
• Strong client management and stakeholder communication capabilities
• Proven ability to manage performance, coach effectively, and develop talent
• Process-driven with a continuous improvement and problem-solving mindset
• Data-driven with the ability to translate performance data into actionable insights
• Strong analytical and organizational skills with attention to detail
• Highly driven, proactive, and results-oriented
• High level of integrity, ownership, and accountability (aligned with CoDev’s Trustworthy core value)
• Strong business acumen with the ability to understand and manage utilization, efficiency, and key operational performance drivers

Qualifications

• Bachelor’s degree in Computer Science, Business, or related field.
• 5+ years of supervisory or leadership experience in BPO, call center, or operations environments
• Strong track record in handling escalations, conflict resolution, and performance management
• Experience working with operational metrics (utilization, performance); exposure to business metrics is a plus
• Experience using reporting tools (Excel, dashboards) to drive decisions
• Technical or IT background is a plus but not required
• Excellent English communication skills (written and verbal)