Supervisor

Davao City - Philippines

Monthly Salary: PHP 40000 - 40000

Experience Required: 1-3years

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Join Splace Bpo as a dynamic Team Lead responsible for guiding and optimizing the performance of multiple functionsSales Accounts Processing and Case Management. Youll drive operational efficiency deliver exceptional service and foster a culture of continuous improvement.

Key Responsibilities

Team Leadership & Oversight

Supervise and coach team members across Sales Accounts Processing and Case Management to achieve KPIs and service standards.
Balance workload distribution and optimize staffing to ensure smooth daily operations.
Monitor performance provide timely feedback and implement development plans to maximize potential.
Manage day-to-day staffing matters including attendance performance management and scheduling.

Customer Escalation & Service Quality

Lead resolution of escalated customer issues with professionalism empathy and urgency.
Ensure all customer interactions comply with company service standards and applicable regulatory requirements.
Proactively identify recurring issues or bottlenecks and implement data-driven process improvements.

Reporting & Performance Analysis

Compile analyze and present weekly monthly and ad hoc operational reports to leadership.
Track and interpret key metrics (e.g. productivity conversion rates service turnaround time client satisfaction).
Provide actionable insights and recommendations to optimize efficiency and performance.

Training Development & Onboarding

Lead onboarding sessions for new hires across multiple departments.
Develop and deliver ongoing training programs to enhance skills knowledge and career progression.
Promote a culture of accountability collaboration and continuous improvement.

Process & Compliance Management

Ensure adherence to internal policies quality standards and regulatory requirements across all functions.
Collaborate with cross-functional teams to standardize processes and controls.
Audit processes for compliance identify gaps and drive corrective actions.

Requirements

Qualifications & Skills

Proven experience in team leadership within a BPO or contact center environment.
Strong understanding of sales account management processing and case handling workflows.
Exceptional communication coaching and conflict-resolution abilities.
Data-driven mindset with proficiency in performance dashboards and reporting tools.
Ability to multi-task prioritize and adapt in a fast-paced environment.
Knowledge of applicable regulations and quality/compliance frameworks.

Performance Metrics

Team productivity and throughput
First-contact resolution and escalations handled
Client satisfaction (CSAT/NPS)
Adherence to SLAs and turnaround times
Attendance adherence and schedule compliance
Training completion and competency development

Required Skills:

Minimum 2 years of experience in accounting support invoicing or bookkeeping. Bilingual: Fluent in English and Portuguese (spoken and written). Strong proficiency with accounting software (e.g. QuickBooks Xero or similar). Familiarity with digital collaboration tools (e.g. Slack Google Workspace). Exceptional attention to detail and strong organizational skills. Self-starter with reliable internet and remote work experience. Preferred Qualifications: Previous experience in a SaaS or tech environment. Understanding of international invoicing practices especially Brazil/USA.

Required Education:

College level

Key Responsibilities

Team Leadership & Oversight

Supervise and coach team members across Sales Accounts Processing and Case Management to achieve KPIs and service standards.
Balance workload distribution and optimize staffing to ensure smooth daily operations.
Monitor performance provide timely feedback and implement development plans to maximize potential.
Manage day-to-day staffing matters including attendance performance management and scheduling.

Customer Escalation & Service Quality

Lead resolution of escalated customer issues with professionalism empathy and urgency.
Ensure all customer interactions comply with company service standards and applicable regulatory requirements.
Proactively identify recurring issues or bottlenecks and implement data-driven process improvements.

Reporting & Performance Analysis

Compile analyze and present weekly monthly and ad hoc operational reports to leadership.
Track and interpret key metrics (e.g. productivity conversion rates service turnaround time client satisfaction).
Provide actionable insights and recommendations to optimize efficiency and performance.

Training Development & Onboarding

Lead onboarding sessions for new hires across multiple departments.
Develop and deliver ongoing training programs to enhance skills knowledge and career progression.
Promote a culture of accountability collaboration and continuous improvement.

Process & Compliance Management

Ensure adherence to internal policies quality standards and regulatory requirements across all functions.
Collaborate with cross-functional teams to standardize processes and controls.
Audit processes for compliance identify gaps and drive corrective actions.

Requirements

Qualifications & Skills

Proven experience in team leadership within a BPO or contact center environment.
Strong understanding of sales account management processing and case handling workflows.
Exceptional communication coaching and conflict-resolution abilities.
Data-driven mindset with proficiency in performance dashboards and reporting tools.
Ability to multi-task prioritize and adapt in a fast-paced environment.
Knowledge of applicable regulations and quality/compliance frameworks.

Performance Metrics