We are looking for a results-driven Operations Team Supervisor with a solid background in handling international voice accounts within the BPO industry. The ideal candidate will have strong leadership skills, a passion for mentoring teams, and a proven track record of driving performance and operational excellence
Key Responsibilities:
Supervise daily operations of a team of agents handling financial-related customer service or support
Monitor and evaluate team performance to ensure adherence to KPIs, quality standards, and service level agreements (SLAs)
Conduct coaching, mentoring, and performance feedback sessions regularly
Drive team engagement, motivation, and productivity through effective leadership
Prepare and present performance reports to management and clients
Handle escalations and support team members in resolving complex issues
Coordinate with internal departments and external clients to ensure process alignment and service delivery
Foster a culture of continuous improvement, accountability, and customer focus
職位要求
Qualifications:
Must be a college graduate
2–4 years of experience in a Team Lead or Supervisor role in an international voice BPO setup
Strong ability to manage performance, motivate teams, and meet operational goals
Excellent verbal and written communication skills
Experience in client interaction and performance reporting
Proven leadership skills: capable of mentoring, coaching, and developing team members
Adaptable, goal-oriented, and capable of working in a fast-paced, target-driven environment