Supervisor

Staff4Me; Compostela; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Onsite work

Shift work including weekends

Job summary

Staff4Me in Cebu City, Philippines, is seeking a motivated BPO Supervisor to lead a customer service team. You will oversee daily operations, monitor KPIs, provide coaching, and ensure service quality and productivity targets are met.

The role requires strong leadership, excellent communication, and the ability to manage multiple priorities in a fast-paced setting. Onsite work with shifting schedules, including weekends, is expected.

Qualifications

• Bachelor's degree in any relevant field is preferred.
• 1–2 years of supervisory or team leadership experience in a BPO.
• Strong understanding of BPO operations and performance metrics.
• Excellent verbal and written communication skills.
• Ability to work onsite with a shifting schedule.

Responsibilities

• Lead, supervise, and motivate a team of BPO agents.
• Monitor daily performance and ensure KPIs are met.
• Track productivity, attendance, quality, CSAT, and other metrics.
• Conduct coaching sessions and performance reviews.
• Provide guidance to agents in handling customer concerns and difficult situations.
• Handle escalated customer and operational concerns professionally.
• Prepare and submit accurate team performance reports.

Skills

Leadership

Coaching

Communication

Time management

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Supervisor

Company : Staff4me

Job Type : Full Time

Cebu City, Philippines

Job Description - Supervisor

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.