SUPERVISOR, CUSTOMER EXPERIENCE - CARE

Qualfon; Manila; On-site; PHP 446,400 - 781,200; Full time

Job summary

Qualfon is seeking a capable Operations Supervisor to lead a BPO/call center team focused on sales and marketing outcomes. You will drive performance, maintain high customer satisfaction, and ensure targets are met.

The role reports to the Operations Manager and requires proactive coaching, analysis, and cross-functional collaboration. Responsibilities include supervising agents, managing daily operations, conducting performance reviews, and delivering client-facing reports.

Qualifications

• Minimum of 1 year of supervisory experience in a BPO or call center environment.
• Strong background in sales and marketing campaigns, with experience in achieving sales targets and driving revenue is a plus.

Responsibilities

• Supervise, motivate, and coach a team of call center agents to meet performance goals.
• Manage daily operations, ensuring smooth workflow and adherence to SLAs.
• Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.
• Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.
• Liaise with clients and internal stakeholders to ensure alignment on goals, expectations, and performance metrics.
• Prepare and deliver performance reports, action plans, and improvement strategies to clients and management.
• Ensure agents are continuously trained in product knowledge, sales techniques, and marketing strategies.
• Develop and maintain training programs tailored to sales and marketing-related call center tasks.
• Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unsatisfactory QA scores are served.

Skills

Team leadership

Coaching

Sales targeting

CRM proficiency

Communication

Tools

CRM software

Job description

The ideal candidate will have a strong background in managing teams within a BPO/call center environment, preferably in sales and marketing functions. You will be responsible for ensuring the team meets performance targets, drives customer satisfaction, and achieves sales objectives. The operations Supervisor reports directly to the Operations Manager.

Team Leadership & Management

• Supervise, motivate, and coach a team of call center agents to meet performance goals.
• Manage daily operations, ensuring smooth workflow and adherence to service level agreements (SLAs).
• Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.

Team Communication and Feedback

• Reads emails addressed to the department at the beginning of the shift to ensure all necessary communication, updates and issues are addressed on time.

Client and Stakeholder Management

• Liaise with clients and internal stakeholders to ensure alignment on goals, expectations, and performance metrics.
• Prepare and deliver performance reports, action plans, and improvement strategies to clients and management.

NTE, DA and Coaching Log

• Tenders memos to the representative in accordance to the offense being committed.
• Submits memos to the HCD for safekeeping and future reference. Job Profile

Training & Development

• Ensure agents are continuously trained in product knowledge, sales techniques, and marketing strategies.
• Develop and maintain training programs tailored to sales and marketing-related call center tasks.

QA Update, QA Score, QA Document and RCA

• Discusses updates related to Quality in the absence of the Quality Analyst and ensures disciplinary actions for unsatisfactory QA scores are served.
• Assists QAR in conducting RCA for Miami and internal evaluation.
• Participates in the activities initiated by the QAR for the betterment of the Team’s Performance.

Operational Excellence

• Monitor key performance indicators (KPIs) such as sales targets, call quality, and customer satisfaction.
• Drive continuous improvement in operational processes, workflows, and customer engagement strategies.
• Ensure compliance with company policies, client guidelines, and industry standards.

Experience

• Minimum of 1 year of supervisory experience in a BPO or call center environment.
• Strong background in sales and marketing campaigns, with experience in achieving sales targets and driving revenue is a plus.

Skills & Competencies

• Proven leadership and team management abilities.
• Strong sales acumen, with the ability to coach and mentor agents on effective selling techniques.
• Excellent communication and interpersonal skills.
• Proficiency in CRM and call center software tools.
• Ability to analyze data, generate reports, and propose actionable insights.