- 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
Skills Required
- Two-year degree from an accredited university
- 5 or more years of Contact Center experience
- At least 2 years of leadership or supervisory experience in a Contact Center
What We Do
At SMDP, we are a passionate agency focused on offering digital solutions to support the growth of our partners at any stage of their business, becoming their best ally to solve problems and achieve goals in the digital world. We are committed to taking your business to another level and being the friend (family) and partner that will help you achieve your objectives. Additionally, we are willing and prepared to act in moments of crisis and emerge victorious from them, as our focus is on the digital transformation of your business. We work from our skills and knowledge to help our clients achieve their business goals.
.png){kind=logo}
