Supervisor

CallTek; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

CallTek in Cebu City is seeking a motivated BPO Supervisor to lead a team of customer service representatives, drive performance, provide coaching, and ensure service quality and targets are consistently achieved in a dynamic call center.

You will monitor KPIs, conduct regular coaching and performance reviews, address escalations, manage schedules, and collaborate with Operations, Quality, Training, and Workforce teams to continuously improve customer experience.

Qualifications

• Bachelor’s degree in any relevant field (preferred).
• 1–2 years of supervisory or team leadership experience in a BPO environment.
• Strong understanding of BPO operations and performance metrics.
• Experience handling customer service or technical support teams is an advantage.
• Willing to work onsite and on a shifting schedule, including weekends and holidays as required.

Responsibilities

• Lead, supervise, and motivate a team of BPO agents.
• Monitor daily team performance and ensure achievement of KPIs and targets.
• Track productivity, attendance, quality, customer satisfaction, and other performance metrics.
• Conduct regular coaching sessions, performance reviews, and one-on-one discussions.
• Identify performance gaps and create action plans for improvement.
• Provide guidance and support to agents in handling customer concerns and difficult situations.
• Handle escalated customer and operational concerns professionally.
• Ensure adherence to company policies, procedures, and client requirements.
• Monitor team attendance, schedule adherence, and workforce compliance.
• Prepare and submit accurate team performance and operational reports.
• Communicate updates, goals, and operational expectations clearly to the team.
• Coordinate with Operations, Quality, Training, Workforce, and other support teams.
• Assist in implementing process improvements to improve team efficiency and customer experience.
• Promote employee engagement, teamwork, accountability, and a positive work environment.
• Ensure that the team consistently delivers excellent customer service.
• Participate in meetings, calibration sessions, and other operational activities.
• Support new hire training, nesting, and transition activities when required.

Skills

Leadership

Coaching

People-management

Communication

Analytical

Problem-solving

Time-management

Microsoft Office

Multitasking

Scheduling

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

Job Description:

We are looking for a motivated and experienced BPO Supervisor to lead and manage a team of customer service representatives. The Supervisor will oversee daily operations, drive team performance, provide coaching and support, and ensure that service quality, productivity, and operational targets are consistently achieved.

Key Responsibilities

• Lead, supervise, and motivate a team of BPO agents.
• Monitor daily team performance and ensure achievement of assigned KPIs and targets.
• Track productivity, attendance, quality, customer satisfaction, and other performance metrics.
• Conduct regular coaching sessions, performance reviews, and one-on-one discussions.
• Identify performance gaps and create appropriate action plans for improvement.
• Provide guidance and support to agents in handling customer concerns and difficult situations.
• Handle escalated customer and operational concerns professionally.
• Ensure adherence to company policies, procedures, and client requirements.
• Monitor team attendance, schedule adherence, and overall workforce compliance.
• Prepare and submit accurate team performance and operational reports.
• Communicate updates, goals, and operational expectations clearly to the team.
• Coordinate with Operations, Quality, Training, Workforce, and other support teams when needed.
• Assist in implementing process improvements to improve team efficiency and customer experience.
• Promote employee engagement, teamwork, accountability, and a positive work environment.
• Ensure that the team consistently delivers excellent customer service.
• Participate in meetings, calibration sessions, and other operational activities.
• Support new hire training, nesting, and transition activities when required.

Requirements

• Bachelor’s degree in any relevant field is preferred.
• At least 1–2 years of supervisory or team leadership experience in a BPO environment.
• Strong understanding of BPO operations and performance metrics.
• Experience handling customer service or technical support teams is an advantage.
• Strong leadership, coaching, and people-management skills.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficient in Microsoft Office and other business applications.
• Results-oriented and highly motivated.
• Willing to work onsite and on a shifting schedule, including weekends and holidays as required.