Job Description

Work Setup: Onsite (MOA Pasay)

Work Schedule: Shifting Schedule

Responsibilities:

• Manage a team of customer service representatives, providing coaching, training and performance feedback
• Monitor and analyze team and individual performance metrics to identify areas for improvement
• Implement effective quality assurance processes and provide feedback to drive operational excellence
• Collaborate with department heads to optimize workflows and implement new policies or procedures
• Foster a positive, motivating team environment to support high staff engagement and retention
• Identify and address any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies

Qualifications:

• Minimum of 1 year experience in a contact center operations supervisory role
• Strong people management skills with the ability to lead, motivate and develop a team
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
• Proficient in using contact center software and reporting tools
• Understanding of contact center metrics and the ability to drive performance improvements
• Familiarity with compliance and quality assurance processes in a contact center environment
• Willing to work on a shifting schedule.