OPERATIONS SUPERVISOR

About the Role

We are looking for a dependable and detail-oriented Operations Supervisor to manage our night shift operations. This role is primarily focused on administrative and back-office tasks, ensuring smooth overnight workflows, compliance with SLAs, and continuity across shifts. You will be the point of contact for operational escalations during the night and ensure accurate documentation and reporting for the day team.

Key Responsibilities

• Oversee and manage night shift operations, ensuring seamless execution of all tasks.
• Handle administrative work such as internal reports, performance logs, attendance, and shift updates.
• Provide real-time support and supervision to the team; manage escalations and operational issues.
• Ensure service level agreements (SLAs) and quality standards are met or exceeded.
• Coordinate effectively with the day shift team to ensure smooth transitions and continuity.
• Monitor agent productivity and provide feedback or coaching when necessary.

Qualifications

• 24 years of experience in a BPO environment, with at least 1 year in a leadership or supervisory role.
• Strong administrative and documentation skills; proficiency in spreadsheets, ticketing systems, and
• reporting tools.
• Experience with workforce management, basic performance metrics, and queue monitoring tools.
• Excellent written and verbal communication skills.
• Willingness and ability to work during night hours consistently.
• Proactive, reliable, and detail-oriented with strong problem-solving skills.

Working Conditions:

• Work Schedule: Night Shift, Shifting
• Work Arrangements: In-Office

About the Company

Outsource Accelerator is the trusted source for independent information, advisory and expert implementation of Business Process Outsourcing (BPO). We are the #1 Outsourcing Authority, and we offer the world's leading aggregator marketplace for outsourcing.

We specifically provide the conduit between Philippines outsourcing suppliers and the businesses clients across the globe. We continue to provide world-class talent to help small and medium-sized enterprises successfully build their offshore team in the Philippines.