Operations Supervisor

About the role

The Operations Supervisor will lead the daily activities of a remote contact‑center team, ensuring service quality and performance targets are consistently met. This role combines people‑leadership, data‑driven decision‑making, and close collaboration with quality, HR, and leadership functions.

Key responsibilities

• Oversee daily contact‑center operations and ensure performance metrics are achieved.
• Coach, mentor, and motivate teammates to deliver excellent service.
• Monitor real‑time metrics and intervene proactively when support is needed.
• Conduct regular huddles, one‑on‑ones, and performance check‑ins.
• Identify process or performance gaps and implement practical, people‑centered solutions.
• Escalate complex issues appropriately and ensure swift resolution.
• Collaborate with QA, HR, and leadership to align team performance with company goals.
• Submit accurate, timely reports on team performance, attendance, and key metrics.

Required profile

• 3+ years of supervisory or team‑lead experience in a call‑center or BPO environment.
• Natural leader who inspires rather than merely manages.
• Strong analytical mindset with ability to translate data into action.
• Excellent communicator—clear, direct, and professional.
• Calm under pressure and decisive when needed.
• Highly organized with strong time‑management and follow‑through.
• Flexible schedule commitment and full accountability for remote work.

Required skills

• Contact center tools
• CRMs
• Workforce management systems

What we offer

• Full‑time remote work with a comprehensive work‑from‑home support program.
• Maxicare HMO plus PhilHealth coverage.
• SIL, PTO, and a special birthday leave.
• Paid vacation leave.
• Zero‑interest employee loan program.
• Performance bonuses and merit‑based recognition.
• Monthly team engagement events with prizes.
• Leadership Development Academy and workshop programs.