Job description
Join ResultsCX as an Operations Supervisor in Batangas City, Batangas. This role leads a high-performing frontline team delivering world-class support to our clients and their customers. You will blend hands-on coaching with strategic oversight to ensure service levels are met, quality is upheld, and customer satisfaction remains at the heart of everything we do.
As a valued member of the results driven operations team, you will manage day-to-day performance, allocate workloads, monitor key metrics, and drive continuous improvement initiatives. You will partner with team leads, quality assurance, and client stakeholders to maintain strong relationships and deliver reliable outcomes in a fast-paced contact center environment.
Key responsibilities include coaching and developing agents, identifying training needs, conducting performance reviews, and implementing effective escalation protocols. You will ensure adherence to company policies, compliance standards, and operating procedures while maintaining a positive agent experience. The ideal candidate is a data-driven communicator who can translate metrics into actionable plans, orchestrate workforce planning, and inspire teams to exceed targets while delivering compassionate, customer-centric service.
ResultsCX offers a collaborative culture, growth opportunities, and a supportive environment that values effort, excellence, and integrity. If you are a proactive leader with a passion for customer care and process optimization, we want to hear from you.
Responsibility
- Lead and coach a team of call center agents to deliver exceptional customer service and meet performance targets.
- Monitor real-time and daily metrics, analyze data, and implement corrective actions to improve quality and efficiency.
- Manage workload, schedules, and shift coverage to ensure service levels and response times meet or exceed commitments.
- Develop and deliver ongoing training, identify skill gaps, and facilitate coaching sessions to raise agent performance.
- Collaborate with QA, operations, and client stakeholders to address issues, escalate when necessary, and ensure consistent outcomes.
- Lead process improvement initiatives, document standard operating procedures, and drive optimization where appropriate.
- Prepare and present performance reports to leadership, highlight risks, and propose actionable plans to achieve KPIs.
Qualification
- Bachelors degree or equivalent work experience in business, communications, or related field
- Minimum 2+ years of experience in call center operations or team supervision in a BPO environment
- Proven ability to coach, motivate, and develop agents to achieve targets
- Strong analytical skills with ability to translate data into actionable plans
- Excellent communication and interpersonal skills with a focus on customer empathy
- Experience with CRM systems, contact center technology, and QA processes