Supervisor

CallTek; General Santos; On-site; PHP 35,000 - 55,000; Full time

Job summary

CallTek is seeking a motivated BPO Supervisor to lead a team of customer service representatives. The role focuses on driving daily operations, coaching staff, and achieving service quality and productivity targets.

Responsibilities include monitoring KPIs, conducting performance reviews, and coordinating with cross-functional teams to ensure client requirements are met. This onsite position requires flexibility for shifting schedules, weekends, and holidays.

Qualifications

• Bachelor's degree preferred.
• 1–2 years supervisory or team leadership experience in a BPO.
• Strong leadership, communication, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, supervise, and motivate a team of BPO agents.
• Monitor KPIs, targets, and productivity.
• Provide coaching, performance reviews, and feedback.
• Coordinate with support teams and escalate issues as needed.
• Ensure quality standards and client requirements are met.
• Maintain shift schedules and attendance compliance.
• Prepare and present performance reports to management.
• Foster a positive, engagement-focused work environment.

Skills

Team leadership

Coaching

Performance management

Customer service

Education

Bachelor's degree

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