Supervisor

CallTek; General Santos; On-site; PHP 380,000 - 600,000; Full time

Job summary

CallTek in the Philippines is seeking a motivated BPO Supervisor to lead a customer service team, drive performance, and ensure service quality. You will coach agents, monitor KPIs, and coordinate with operations to meet client targets.

The role is onsite with shifting schedules, including weekends and holidays. The ideal candidate has 1–2 years of supervisory experience in a BPO, strong leadership, and excellent communication skills, plus proficiency in MS Office.

Qualifications

• Bachelor’s degree preferred.
• 1–2 years supervisory or team leadership experience in a BPO.
• Strong leadership, coaching, and people-management skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Willing to work onsite and on a shifting schedule, including weekends and holidays.

Responsibilities

• Lead, supervise, and motivate a team of BPO agents.
• Monitor KPIs and targets; track productivity, attendance, quality.
• Provide coaching, performance reviews, and escalation handling.
• Prepare accurate team performance and operational reports.
• Coordinate with cross-functional teams and implement process improvements.
• Maintain compliance with policies and client requirements.
• Support new hire training and onboarding.

Skills

Team leadership

Coaching

Communication skills

Analytical thinking

Time management

MS Office

Training

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

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.