Shift Lead

Asia Select, Inc. (ASI); Pampanga; On-site; PHP 360,000 - 480,000; Full time

Job summary

Asia Select, Inc. (ASI) seeks a Shift Operations Supervisor to oversee day-to-day activities during assigned shifts, ensuring seamless service delivery and adherence to SOPs.

You will act as the primary operational contact, coordinating staff and monitoring performance to support organizational standards. The role requires 3–4 years in operations, strong English communication, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Minimum 3–4 years in operations or team supervision.
• Experience monitoring productivity, attendance, quality, and performance metrics.
• Excellent verbal and written English communication.
• Strong problem-solving and decision-making abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities with accuracy and efficiency.

Responsibilities

• Oversee daily operations during assigned shifts to ensure efficient service delivery.
• Monitor attendance, schedule adherence, breaks, and shift readiness.
• Ensure SOPs, processes, quality standards, and security requirements are followed.
• Identify and escalate issues; initiate corrective actions.
• Provide real-time updates to management on performance and incidents.
• Support continuity during staffing shortages or system issues.
• Coordinate maintenance and support for equipment and workstations.
• Manage user access to operational systems with security compliance.
• Coordinate with HR on attendance concerns and employee welfare.
• Serve as liaison between internal teams, partner reps, and leadership.
• Communicate updates and directives to ensure team alignment.
• Provide floor support, coaching, and guidance to maintain productivity.
• Monitor performance and give feedback to address gaps.
• Support onboarding, training reinforcement, and knowledge transfer.
• Conduct shift huddles and briefings to communicate priorities.
• Prepare and submit operational reports on attendance, productivity, incidents.
• Maintain documentation of coaching, escalations, and corrective actions.
• Identify opportunities for productivity and efficiency improvements.

Skills

Communication

English proficiency

Problem-solving

Organizational skills

Multi-priorities management

Team supervision

Job description

The position is responsible for overseeing day-to-day operational activities during assigned shifts to ensure seamless service delivery, workforce productivity, and compliance with established procedures. It serves as the primary operational point of contact during the shift, providing real-time support, issue resolution, workforce coordination, and performance monitoring. The role works closely with operations leadership, partner stakeholders, and support teams to maintain operational continuity, drive team performance, and ensure alignment with organizational standards and objectives.

KEY RESPONSIBILITIES

You will:

• Oversee daily operations during assigned shifts to ensure efficient and uninterrupted service delivery.
• Monitor workforce attendance, schedule adherence, break compliance, and shift readiness to maintain adequate staffing levels.
• Ensure team members comply with established SOPs, operational processes, quality standards, and security requirements.
• Identify, document, and escalate operational issues, equipment concerns, and workflow disruptions while initiating immediate corrective actions when appropriate.
• Provide timely operational updates to management regarding performance, incidents, and critical developments during the shift.
• Support business continuity efforts by assisting with operational adjustments during staffing shortages, system issues, or other disruptions.
• Monitor the availability and condition of operational equipment, tools, and workstations, and coordinate maintenance or technical support requirements.
• Manage user access and authorization to operational systems while ensuring compliance with access control and security protocols.
• Coordinate with HR and relevant stakeholders regarding attendance concerns, employee welfare, workplace issues, and other people-related matters.
• Serve as the primary operational liaison between internal teams, partner representatives, and leadership during assigned shifts.
• Communicate operational updates, process changes, and directives to ensure alignment across the team.
• Provide floor support, coaching, and guidance to employees to maintain productivity and adherence to operational standards.
• Monitor individual and team performance and provide timely feedback to address performance gaps.
• Support onboarding, training reinforcement, and knowledge transfer activities for team members.
• Conduct shift huddles, briefings, and alignment meetings to communicate priorities, updates, and expectations.
• Prepare and submit operational reports covering attendance, productivity, incidents, performance trends, and shift observations.
• Maintain accurate documentation of coaching sessions, escalations, operational concerns, and corrective actions.
• Support continuous improvement initiatives by identifying opportunities to enhance productivity, quality, and operational efficiency.

QUALIFICATIONS & REQUIREMENTS:

• You must have at least 3–4 years of relevant experience in operations, team supervision, workforce coordination, or a similar role. Exposure to tele-operations, remote operations, VR systems, gaming technologies, data annotation, or technology-enabled operational environments is an advantage.
• You must have experience leading teams or coordinating day-to-day shift operations.
• You must have experience monitoring productivity, attendance, quality, and operational performance metrics.
• You must have strong problem-solving and decision-making skills within a fast-paced operational environment.
• You must have excellent verbal and written communication skills in English.
• You must have strong organizational skills and attention to detail.
• You must have the ability to manage multiple priorities while maintaining operational accuracy and efficiency.
• You must demonstrate initiative, accountability, and a proactive approach to issue resolution.
• You must be willing to work onsite and support shifting or flexible schedules based on operational requirements.