Overview

Project Supervisor for Operations BU

Position Summary

The Project Supervisor (Operations BU) leads a team of client-facing employees to ensure consistent delivery of high-quality service, strong client relationships, and achievement of operational KPIs. This role acts as the primary in-country support and representative for both employees and clients, ensuring alignment, responsiveness, and a seamless overall experience. It requires a hands-on leader with solid experience in BPO or service delivery environments, capable of driving team performance, resolving conflicts, and using data to support decision-making, continuous improvement, and business scalability.

Responsibilities

Own and lead the performance, engagement, and outcomes of a team of client-facing employees
Drive accountability through regular one-on-one meetings, clear goal setting, and performance tracking
Ensure consistent achievement of KPIs, SLAs, and quality standards across the team
Act as the primary escalation owner for client and operational issues, ensuring timely resolution and root cause analysis
Build and strengthen client relationships by ensuring alignment, transparency, and delivery excellence
Take full ownership of team performance, including coaching, development, and implementation of PIPs when necessary
Proactively identify, address, and resolve team and client conflicts with sound judgment and professionalism
Lead and implement process improvements to enhance efficiency, quality, and scalability
Ensure strict adherence to client requirements, company policies, and operational standards
Drive team engagement, retention, and development through consistent leadership and support
Analyze team performance metrics to identify risks, trends, and optimization opportunities
Leverage data to inform decisions, improve outcomes, and contribute to the scalable growth of the Operations BU

Key Skills

Strong leadership presence with proven ability to drive team accountability and results
Excellent conflict resolution and critical decision-making skills
Strong client management and stakeholder communication capabilities
Proven ability to manage performance, coach effectively, and develop talent
Process-driven with a continuous improvement and problem-solving mindset
Data-driven with the ability to translate performance data into actionable insights
Strong analytical and organizational skills with attention to detail
Highly driven, proactive, and results-oriented
High level of integrity, ownership, and accountability (aligned with CoDev's Trustworthy core value)
Strong business acumen with the ability to understand and manage utilization, efficiency, and key operational performance drivers

Qualifications

Bachelor's degree in Computer Science, Business, or related field.
5+ years of supervisory or leadership experience in BPO, call center, or operations environments
Proven experience managing and leading teams of 30+ employees
Must be Cebu based and willing to report on site and work on a night shift
Strong track record in handling escalations, conflict resolution, and performance management
Experience working with operational metrics (utilization, performance); exposure to business metrics is a plus
Experience using reporting tools (Excel, dashboards) to drive decisions
Technical or IT background is a plus but not required
Excellent English communication skills (written and verbal)

Required Skills

Team Leader, BPO, Operations

Years Of Experience Needed

5