Job Title: BPO Operations Supervisor- Location: SOUTHWOODS BINAN, LAGUNA
As a BPO Operations Supervisor at Valor Global, you will be responsible for overseeing day-to-day operations within the BPO center, ensuring the delivery of exceptional customer service and achieving operational targets. You will play a critical role in managing frontline staff, optimizing workflows, and driving performance improvement initiatives. The ideal candidate will have at least one year of experience in BPO operations, along with a solid understanding of IT systems and processes.
Team Supervision: Supervise and manage a team of frontline customer service representatives, including hiring, training, scheduling, and performance management. Provide leadership, guidance, and support to ensure team members meet performance targets and deliver excellent customer service.
- Operations Management: Oversee day-to-day operations within the BPO center, including inbound/outbound call handling, email management, chat support, and other customer service activities. Monitor queues, workflows, and service levels to optimize efficiency and productivity.
Performance Monitoring:
Monitor and evaluate the performance of frontline staff, tracking key performance indicators (KPIs) such as call quality, handle time, first call resolution, and customer satisfaction. Identify areas for improvement and implement strategies to enhance performance and meet targets.Quality Assurance:
Collaborate with the quality assurance team to ensure adherence to quality standards, policies, and procedures. Conduct regular quality monitoring and coaching sessions to support continuous improvement in service delivery and customer satisfaction.IT Support and Troubleshooting: Provide frontline support and troubleshooting assistance to customer service representatives for IT systems, software applications, and tools used in daily operations. Address technical issues promptly to minimize disruptions and ensure smooth workflow.
- Process Improvement: Identify opportunities for process optimization, automation, and streamlining of workflows to improve efficiency and effectiveness. Work closely with cross-functional teams to implement process improvements and best practices.
Reporting and Analysis:
Generate reports and analyze data related to operational performance, KPIs, and trends. Provide insights and recommendations to management for decision-making and strategic planning.
Bachelor's degree in a relevant field (e.g., Business Administration, Information Technology) preferred.- Minimum of one year of experience in BPO operations, preferably in a supervisory or team lead role.
Strong understanding of BPO operations, processes, and best practices.
- Knowledge of IT systems, software applications, and tools commonly used in BPO environments.
Excellent leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve goals.- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
Excellent communication skills, both verbal and written, with the ability to interact effectively with stakeholders at all levels.
- Ability to work well under pressure in a fast-paced, dynamic environment.
Job Types: Full-time, Permanent
Schedule:
Evening shift Monday to Friday
Supplemental pay types:
Experience:
* TEAM LEAD: 1 year (Required)
