Supervisor, Operations
Location: Cagayan de Oro
Employment Type: Full-Time
About the Role
We are looking for a Supervisor, Operations to lead a team of contact center associates and drive performance, engagement, and client satisfaction. In this role, you will act as a Mentor, Manager, and Messenger, ensuring operational excellence while living our core values and delivering results.
Key Responsibilities
1. Team Leadership & Development (Mentor)
- Coach and develop contact center agents to achieve performance excellence
- Provide regular feedback, coaching sessions, and skill development plans
- Support employees career growth and overall engagement
- Foster a positive, respectful, and learning-driven environment
- Ensure compliance with coaching, QPM, and PIP standards
2. Performance & Operations Management (Manager)
- Drive achievement of client and internal KPIs (e.g., attendance, attrition, performance metrics)
- Partner with Quality teams to conduct Root Cause Analysis (RCA) and implement improvements
- Monitor calls/interactions to ensure quality and compliance standards
- Maintain coaching scorecards and performance tracking tools
- Identify process improvements to enhance efficiency and customer experience
3. Communication & Team Engagement (Messenger)
- Lead regular team meetings, huddles, and performance updates
- Communicate clearly across teams, clients, and stakeholders
- Promote transparency, collaboration, and positive team culture
- Represent team performance, needs, and achievements to leadership
Qualifications
Minimum Requirements
- High School Diploma (required); College degree or units (preferred)
- At least 1 year of leadership experience in a contact center (2+ years preferred), or equivalent internal certification
- Strong verbal and written communication skills
- Proficiency in computer applications and tools
- Strong analytical and problem-solving skills
- Excellent organizational and multitasking abilities
Core Competencies
- Communication
- Analytical & Logical Thinking
- Attention to Detail
- Computer Literacy
- Multitasking
