About this 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