Supervisor

Under the supervision of the Channel / Assistant Channel Manager, this key position is responsible and accountable for managing all aspects of production for the entire team and is expected to support all efforts geared towards the realization of the channel's goals.

Duties & Responsibilities:

QUALITY, PRODUCTIVITY & TURN AROUND TIME (TAT)
1. Ensures that all necessary production updates are documented and information is cascaded to all shift and team associates.
2. Guarantees the productivity of the entire team.
3. Reviews project compliance to TAT requirements and recommends/approves improvement action plans.

PERFORMANCE MANAGEMENT
4. Conducts performance reviews for the Line Leaders and Project Officers (if required by the reporting function), directly reporting under him/her.
5. Reviews Line Leader's report on Business Process Associate (BPA) performance and approves/recommends improvement action plans.
6. Reviews and endorses promotion / disciplinary action of Line Leaders and BPAs.
7. Makes rounds on the floor, monitors staff behavior and manages the daily shift-based activities which encompass delivery of quality, production and TAT requirements.
8. Assists Line Leaders in managing projects in the absence of the Project Officer.
9. Participates in the hiring and promotion of staff within the team including serving on panel interviews of applicants and making recommendations to the Channel Manager.
10. Prepares and/or processes personnel actions such as promotions, transfers and leave of absences.
11. Provides direction and guidance in setting performance standards and monitoring performance.
12. Identifies and recommends ways to minimize cost without sacrificing project requirement.

13. Monitors the progress of new hires into the team for any additional support that may be required.

14. Ensures that the team meets the on-shore's quality goal and Unit per Employee (UPE) target for each month.

PEOPLE MANAGEMENT
15. Coordinates with the Channel Manager/Assistant Channel Manager and HR for staffing needs of the team.
16. Leads the team in meeting its goals for quality, productivity, attendance, TAT and customer satisfaction.
17. Practices and ensures compliance of staff with the company Code of Discipline (COD), policies and procedures.
18. Ensures that team members are given the appropriate support and training in order to apply the best skills and knowledge on the job.
19. Recommends continuous process improvement plans/programs.
20. Provides supervision and direction to subordinates and coordinates the workflow within the team.
21. Negotiates or mediates between employee disputes and arguments.
22. Designs a work schedule that optimizes employee time and skills.
23. Encourages members of the group to work together to accomplish tasks.

COMMUNICATION
24. Communicates with other Supervisors within the channel for any production-related matters.
25. Interfaces with employees and management.
26. Coordinates the training needs of the staff with the Regional Trainer, and liaises with the Training Department of HR for assistance on logistical needs of the training.
27. Communicates solutions, successes and opportunities to the Channel Manager and PCM.
28. Expresses ideas concisely and clearly, orally and in writing to on-shore clients and management.
29. Attends to, follows up, and resolves customer complaints and questions.
30. Entertains inquiries and suggestions from on-shore clients.
31. Makes recommendations to on-shore on ways of improving the team's overall efficiency.
32. Cascades company-related information to BPAs through meetings and discussions.
33. Interfaces with clients via email, MOC or conference calls on general issues related to:
a. TAT
b. Attendance
c. Quality
d. Team size / capacity vis-à-vis volume
e. Down time and technical errors
f. Volume increase / decrease
g. Overtime requests, if necessary
h. Production-related issues

REPORTS / ADMINISTRATIVE MANAGEMENT
13. Oversees resource requirements such as manpower, hardware and software requirements and space allocation.
14. Updates databases, such as attrition, daily project updates, incentives, seating allotment, and other reports, as may be required of him/her.
15. Coordinates with Facilities and Purchasing any maintenance/repair of equipment and supply requisition needed by production.
16. Performs day-to-day administrative tasks such as maintaining information files and processing paperwork.
17. Ensures that the shifts are staffed according to production needs, and manages shift rotations.
18. Initiates measures to lower team expenses without compromising quality and TAT.
19. Escalates to the immediate superior any project or non-project-related matters that may require decision-making.

Qualifications:

• Graduate of a 4-year course preferably related to Business Management courses or its equivalent.
• 1 year or more of relevant and related experience in BPO industry.
• At least 1 year experience in a supervisory role.
• For senior role, at least 2 years supervisory experience.
• Ability to generate reports and analysis regarding quality reports that can include root cause analysis, Pareto and any other quality tools.

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