About the role
WHAT YOU'LL OWN
- 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
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