Job Title: Operations Supervisor – German Appliance Brands

Location: TP Silver City, Onsite | Shift: GY 
Salary: Competitive (php 35000 to 40000)

About the Role:
We are looking for a proactive Operations Supervisor to lead a team of Customer Service Representatives supporting German appliance brand accounts. The role involves ensuring operational excellence, monitoring KPIs, implementing quality assurance processes, and fostering a high-performing team environment. You will serve as a key link between the team, department heads, and senior management to maintain productivity, compliance, and client satisfaction.

Key Responsibilities:

• Supervise, coach, and train 16 CSRs, providing guidance, feedback, and performance reviews

• Monitor individual and team KPIs to identify gaps and opportunities for improvement

• Implement operational workflows, process improvements, and quality assurance procedures

• Collaborate with department heads to optimize processes and enforce policies

• Maintain high team engagement, motivation, and retention

• Address operational challenges and escalate critical issues as required

• Ensure full compliance with client standards, contractual obligations, and internal policies

Requirements:

• 1–2 years in contact center operations supervisory role

• Strong team leadership, coaching, and people management skills

• Proficient in contact center software, reporting tools, and metrics monitoring

• Excellent verbal and written communication skills

• Analytical mindset with strong problem-solving abilities

• Willing to work shifting schedules supporting US, Canada, Australia, or UK markets