Operations SupervisorBSA Solutions Inc.

We are looking for an experienced Operations Supervisor who moves fast and ready to learn on your feet and help build a growing business. You will be leading a customer service team in Cebu office and working remotely in other parts of the Philippines. You will be responsible for supervising, managing, and motivating team members on their daily duties - responding to clients requests via phone, live chat and email. You will work closely with the management team based in Australia and the US to hire, train and coach the team to meet the set KPIs.
This is an office based role in Cebu City, afternoon shift between 4pm to 1AM.
Responsibilities with Team Members:
Develop and implement efficient rostering system to ensure that all customer enquiries are answered in a timely and efficient manner;
Recruit new hires in alignment with operational needs;
Develop and implement staff on-boarding and plan transition with staff off-boarding;
Monitor team daily performance and evaluate actual performance against target;
Coaching and mentoring team members to ensure that individually, and as a team they are performing and exceeding targets; and
Be the first point of contact for employee related issues.
Responsibilities with Clients:
Develop and implement efficient client onboarding process;
Resolve and answer clients' queries and manage escalations from team members;
Support team members in achieving excellent customer satisfaction;
Responsibilities with Management Team:
Identify opportunities for operational improvements and recommend solutions;
Prepare reports and analyses data to assist management in decision-making;
Creates and maintains a high-quality work environment that motivates team to perform well;
Responsible for administrative tasks to support team's and business' needs;
Support management in implementing programs and engagement activities;
Requirements
2+ years experience in a supervisory role;
Have experience supporting a US client in a BPO industry environment;
Strong leadership skills, proactive and self-motivated;
Excellent interpersonal and communication skills;
Confident and comfortable leading in an unstructured environment;
High level proficiency in verbal and written English;
Mature with high level organisational skills.
Benefits
Fifteen (15) days vacation leave all convertible to cash;
Performance bonus scheme;
5K talent referral program;
200K HMO + 100k life insurance +10k outpatient medicine benefits for you and your dependent with option to add additional dependents from start date;
Personalised holistic learning covering leadership, communication and business acumen provided by experienced corporate trainers;
Monthly talent engagement program;
Comprehensive COVID-19 preventative and 24/7 response management plan with workstation designed for COVID-19.
BSA Solutions Inc.

Cebu City, Cebu
₱40,000-50,000 per month
Permanent
Full-time