Operations Supervisor

We are seeking a skilled and enthusiastic Operations Supervisor to join our team at CPS Asia Pacific in Eastwood, Quezon City Metro Manila. In this full-time position, you will play a crucial role in supervising and leading our call centre operations, ensuring exceptional customer service and driving operational efficiency.

What you'll be doing

• Oversee the day-to-day operations of the call centre, managing a team of customer service representatives
• Develop and implement strategies to improve call centre performance, meet targets and enhance the customer experience
• Monitor team productivity, identify areas for improvement and provide coaching and training to support team development
• Liaise with cross-functional teams to address customer escalations and resolve complex issues
• Analyse call centre data and metrics to identify trends and make data-driven decisions
• Foster a positive and collaborative team environment, promoti...