Operations Supervisor

WHAT YOU’LL OWN• Oversee the daily operations of the contact center team and ensure performance targets are met • Coach, mentor, and motivate teammates to consistently deliver excellent service • Monitor real-time performance metrics and step in proactively when support is needed • Conduct regular team huddles, one-on-ones, and performance check-ins • Identify gaps in processes or performance and implement practical, people-centered solutions • Escalate complex concerns appropriately and ensure swift, effective resolution • Collaborate with QA, HR, and leadership to align team performance with company goals • Submit accurate and timely reports on team performance, attendance, and key metrics WHO YOU ARE• 3+ years of experience in a supervisory or team lead role in a call center or BPO environment (Required) • A natural leader — you inspire people, not just manage them • Strong analytical mindset with the ability to read data and translate it into action • Excellent communicator — clear, direct, and always professional • Calm under pressure and decisive when it matters most • Highly organized with strong time management and follow-through • Experienced with contact center tools, CRMs, and workforce management systems • Flexible with shifting schedules and fully committed to remote work accountability WHAT WE OFFER• Full-time remote work with a complete WFH support program • Maxicare HMO + PhilHealth coverage • SIL, PTO, and a special birthday leave • Paid vacation leave • Zero-interest employee loan program • Performance bonuses and merit-based recognition • Monthly Gen Pow-Wows and team engagement events with prizes • Arvios Leadership Development Academy and workshop programs • Monthly 1-on-1 touchbase calls with your HR partner HOME OFFICE REQUIREMENTS (MUST PROVIDE SCREENSHOT)• Stable internet connection with at least 100 Mbps postpaid • Laptop/Computer Specs: (at least 16GB RAM and Intel i5 core processor equivalent or up) • Noise-Cancelling Headset • Dual Monitor is mandatory • Backup Internet Connection (Prepaid Home WIFI Router or Pocket WIFI) and Power Outage Backup

Source: https://himalayas.app/companies/smdigital/jobs/operations-supervisor