Operations supervisor

Job Description

Posted on 26 May 2026

Offer creative solutions to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents. Provides help to management, including hiring and training, and keeps management/client updated on team performance.

• Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance & punctuality) of team members
• Monitor team members, participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed
• Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
• Coordinate with the HR Department in relation of team members’ leave application forms, incident reports, coaching logs, Overtime Trackers, and other internal documentation
• Communicates company's account goals, policies, safety practices and deadlines to the team
• Create an inspiring team environment with an open communication culture
• Responsible for keeping track of and structuring various tasks, employees, and documents
• Actively seek to resolve any concerns while adhering to the company policy and standards of behavior
• Motivate team members.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Suggest and organize team building activities.
• Communicate internal concerns to the GSDs, Director of Leadership/ Operations Manager and HR Department
• Attends leadership meetings and Focus Group Discussion set by the Management.
• Perform other tasks that will be assigned to, from time to time.

• Prior experience as a Team Leader is required
• Proficient in managing and presenting data
• Ability to manage a team and provide coaching and trainings in order to improve team performance
• Strong attention to detail
• Excellent verbal and written communication skills
• Flexibility to quickly shift between tasks and roles based on operational needs
• Ability to manage and prioritize multiple tasks

Work location

DAVAO CITY, DAVAO DEL SUR

Remarks

No additional remarks

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