Senior BPO Coaching & Performance Manager

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 446,000 - 714,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation is seeking a capable Supervisor to lead coaching and performance management for its agent teams. You will oversee coaching sessions, ensure adherence to COACH, and support managers with performance reports and process improvement initiatives.

Applicants should have 2–3 years in a supervisory role within a call center, strong communication skills, and a strategic mindset to drive development and reduce attrition.

Qualifications

• Bachelor's degree or equivalent call center experience.
• Strong verbal and written communication skills.
• Attention to detail and analytical thinking required.

Responsibilities

• Facilitate development of coach performance with bi-weekly coaching sessions.
• Ensure COACH model usage by observing sessions, evaluating scorecards, and giving feedback.
• Support team managers with daily/weekly performance check-ups and relevant reports.

Skills

Verbal communication

Written communication

Attention to detail

Analytical thinking

MS Office proficiency

Autonomy

Education

4-year undergrad degree (communications/education preferred) or equivalent call center experience

Tools

MS Office

Job description

ePERFORMAX Contact Centers Corporation is seeking a capable Supervisor to lead coaching and performance management for its agent teams. You will oversee coaching sessions, ensure adherence to COACH, and support managers with performance reports and process improvement initiatives.

Applicants should have 2–3 years in a supervisory role within a call center, strong communication skills, and a strategic mindset to drive development and reduce attrition.