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
