Overview

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

Qualifications

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

• Must be in Cebu and amenable to work onsite & 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

Years of Experience Needed