Operations Supervisor

WHAT YOU'LL OWN Oversee the daily operations of the contact center team and ensure performance targets are met Coach, mentor, and motivate teammates to consistently deliver excellent service Monitor real-time performance metrics and step in proactively when support is needed Conduct regular team huddles, one-on-ones, and performance check-ins Identify gaps in processes or performance and implement practical, people-centered solutions Escalate complex concerns appropriately and ensure swift, effective resolution Collaborate with QA, HR, and leadership to align team performance with company goals Submit accurate and timely reports on team performance, attendance, and key metrics WHO YOU ARE 3+ years of experience in a supervisory or team lead role in a call center or BPO environment (Required) A natural leader — you inspire people, not just manage them Strong analytical mindset with the ability to read data and translate it into action Excellent communicator — clear, direct, and always professional Calm under pressure and decisive when it matters most Highly organized with strong time management and follow-through Experienced with contact center tools, CRMs, and workforce management systems Flexible with shifting schedules and fully committed to remote work accountability WHAT WE OFFER Full-time remote work with a complete WFH support program Maxicare HMO + PhilHealth coverage SIL, PTO, and a special birthday leave Paid vacation leave Zero-interest employee loan program Perform