BPO Operations Supervisor - Telecommunication Account

Job Overview

We are urgently looking for an experienced Operations Supervisor to join our growing Telecommunications (Telco) account in Makati .

The successful candidate will be responsible for leading and developing a team, driving operational performance, ensuring SLA achievement, managing escalations, and maintaining strong client relationships.

If you have a solid BPO Telco background and proven leadership experience in a call center environment, this could be your next career opportunity.

Key Responsibilities

Operations & Process Management

• Ensure achievement of team targets and adherence to client-defined Service Level Agreements (SLAs) .
• Monitor and manage daily operational performance, productivity, quality, and service metrics.
• Ensure accurate and timely completion of required logs, reports, and process documentation.
• Maintain comprehensive knowledge of process requirements, policies, and client procedures.
• Monitor calls regularly and provide actionable feedback to team members.
• Participate in calibration sessions with Quality and the Client.
• Identify process gaps and work with the Client and internal teams to develop effective solutions.
• Handle customer and operational escalations promptly and professionally.
• Establish and improve systems and procedures for effective data and report management.
• Perform other duties and responsibilities as assigned.

People Leadership & Team Development

• Set clear goals and performance expectations for the team.
• Conduct performance appraisals, ongoing feedback, and coaching sessions.
• Motivate and retain team members while maintaining a positive and accountable work environment.
• Monitor team attendance and leave utilization and coordinate with HR regarding applicable policies.
• Mentor and groom team members for increased responsibilities and career growth.
• Prepare individual development plans with appropriate action plans.
• Identify training needs and address performance gaps through targeted coaching and training.
• Conduct regular team briefings covering performance, company policies, process updates, and business priorities.
• Provide feedback from Quality evaluations and ensure appropriate action is taken.
• Administer disciplinary actions and Corrective Action Plans (CAP/DAP) when required and in accordance with company policies.
• Support recruitment activities and participate in the selection of qualified candidates.

Team Leadership

• Measure and manage team performance through regular appraisals, coaching, feedback, and training.
• Build effective vertical and horizontal communication channels.
• Provide strong, consistent, and efficient leadership.
• Serve as a role model in terms of performance, professionalism, behavior, and attitude.
• Develop long-term strategies to improve team performance, engagement, motivation, and retention.
• Collaborate with fellow leaders and support teams to ensure smooth operations.

Client Management

• Coordinate closely with the Client regarding team performance and operational concerns.
• Communicate performance updates, challenges, and improvement initiatives.
• Build and maintain a professional and collaborative relationship with the Client.

Qualifications

• At least 2 years of experience in a BPO/contact center environment.
• Must have BPO Telco experience and leadership experience.
• Previous experience as a Team Leader, Operations Supervisor, or similar leadership role is preferred.
• Strong understanding of call center operations, KPIs, SLAs, quality, and performance management.
• Excellent communication, coaching, problem-solving, and people-management skills.
• Strong ability to handle escalations and performance-related concerns.
• Willing to work onsite in Makati City .
• Willing to work on shifting schedules , including weekends and holidays when required.
• Can start ASAP.

Why Apply?

• Join a growing Telecommunications account
• Opportunity to lead and develop a high-performing team
• Career growth opportunities
• Work with an established BPO operations team
• Urgent hiring – shortlisted candidates will be contacted immediately

How to Apply

Click the Apply button and submit your application.

THIS IS AN URGENT OPPORTUNITY!

Qualified and shortlisted applicants will be contacted right away . Apply now and take the next step in your BPO leadership career!