Operations supervisor
Taguig
Job Description
Posted on 24 May 2025
Position Title: Lead Operations - Bilingual
We are seeking a Lead Operations-Bilingual to manage and support a team of customer service agents handling international clients. This role involves supervising daily operations, coaching agents, auditing calls for quality assurance, and ensuring the team meets performance metrics such as CSAT, AHT, and QA scores.The ideal candidate is fluent in both French and English, has at least 3-5 years of leadership experience in a customer service or BPO environment, and is skilled in handling escalations, performance management, and client communication. Proficiency in CRM and QA tools, along with strong leadership, communication, and analytical skills, is essential.
A bachelor’s degree or equivalent work experience is required.
Qualifications/Requirements- Minimum of 3-5 years of experience in a customer service leadership role, preferably in a BPO or client-facing setting
- Fluency in both French and English (spoken and written)
- Strong background in customer service, including call monitoring, coaching, and performance management
- Proven ability to lead teams, manage escalations, and meet service-level targets
- Proficiency in CRM and QA tools (e.g., Salesforce, Zendesk, NICE, etc.)
- Excellent communication, interpersonal, and analytical skills
- Ability to multitask, prioritize, and work under pressure
- Bachelor’s degree or equivalent work experience/certifications
Work location
TAGUIG CITY, NCR, FOURTH DISTRICT
Remarks
No additional remarks
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