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.