Supervisor, Operations at VXI Global Solutions, Pasay City

Supervisor, Operations at VXI Global Solutions in Pasay City. Full-time. Apply with swipeandhired.

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Job Summary** The Operations Supervisor at VXI GLOBAL HOLDINGS BV (PHILIPPINES) is responsible for overseeing and directing the day-to-day activities of a team of customer service representatives to ensure the achievement of key performance indicators (KPIs) and operational excellence. This role involves coaching, developing, and motivating team members, as well as maintaining a high level of customer satisfaction. Job Responsibilities** * Lead, motivate, and coach a team of customer service representatives to meet and exceed individual and team performance targets, including service level agreements, quality scores, and productivity metrics. * Monitor team performance in real-time, identify areas for improvement, and implement corrective actions. * Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to direct reports. * Handle escalated customer inquiries and complex issues, ensuring prompt and satisfactory resolution. * Ensure adherence to company policies, procedures, and quality standards. * Develop and implement action plans to address performance gaps and improve overall team efficiency. * Collaborate with other departments to resolve operational issues and improve cross-functional processes. * Prepare and analyze performance reports, identifying trends and recommending solutions. * Assist in the recruitment, training, and onboarding of new team members. * Maintain a positive and engaging work environment that fosters teamwork and professional growth. Job Qualifications** * Bachelor's degree in Business Administration, Management, or a related field. * Minimum of 2-3 years of experience in a supervisory or team lead role within a call center or customer service environment. * Proven track record of successfully leading and motivating teams to achieve performance targets. * Excellent communication (verbal and written), interpersonal, and coaching skills. * Strong analytical and problem-solving abilities with a keen eye for detail. * Proficiency in using call center software, CRM systems, and Microsoft Office Suite (Word, Excel, PowerPoint). * Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities. * Strong customer-centric approach with a commitment to delivering exceptional service. * Ability to work flexible hours, including evenings, weekends, and holidays, as needed. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!