Supervisor

We are looking for a motivated and experienced BPO Supervisor to lead and manage a team of customer service representatives. The Supervisor will oversee daily operations, drive team performance, provide coaching and support, and ensure that service quality, productivity, and operational targets are consistently achieved.

• Lead, supervise, and motivate a team of BPO agents
• Monitor daily team performance and ensure achievement of assigned KPIs and targets
• Track productivity, attendance, quality, customer satisfaction, and other performance metrics
• Conduct regular coaching sessions, performance reviews, and one-on-one discussions
• Identify performance gaps and create appropriate action plans for improvement
• Provide guidance and support to agents in handling customer concerns and difficult situations
• Handle escalated customer and operational concerns professionally
• Ensure adherence to company policies, procedures, and client requirements
• Monitor team attendance, schedule adherence, and overall workforce compliance
• Prepare and submit accurate team performance and operational reports
• Communicate updates, goals, and operational expectations clearly to the team
• Coordinate with Operations, Quality, Training, Workforce, and other support teams when needed
• Assist in implementing process improvements to improve team efficiency and customer experience
• Promote employee engagement, teamwork, accountability, and a positive work environment
• Ensure that the team consistently delivers excellent customer service
• Participate in meetings, calibration sessions, and other operational activities
• Support new hire training, nesting, and transition activities when required.
  
  

• Bachelor's degree in any relevant field is preferred
• At least 1-2 years of supervisory or team leadership experience in a BPO environment
• Strong understanding of BPO operations and performance metrics
• Experience handling customer service or technical support teams is an advantage
• Strong leadership, coaching, and people-management skills
• Excellent verbal and written communication skills
• Strong analytical, problem-solving, and decision-making abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and time-management skills
• Proficient in Microsoft Office and other business applications
• Results-oriented and highly motivated
• Willing to work onsite and on a shifting schedule, including weekends and holidays as required