# Supervisor

**Company:** [CallTek](http://jobs.workable.com/companies/kizFJNaVULohovyYfxA34R.md)
**Location:** Cebu City, Philippines
**Workplace:** on site

[Apply for this job](http://jobs.workable.com/view/eb8e12c1-4e05-40c5-9de0-ff8c45ed5b19)

## Description

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.

### Key Responsibilities

-   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.

## Requirements

-   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.