Job description
Operations Supervisor - Located in the Philippines - Remote working.
We're sorry, but previous applicants to the Newstel Operations Manager role need not apply.
Purpose of the role
Do you have Operational experience in the BPO industry? Then you might be interested in working with Newstel Worldwide! We offer a supportive environment with the opportunity to flourish and develop your career.
Reporting to the Newstel Philippine Divisional Director, the Operations Supervisor will be located in the Philippines and will support the provision of a high quality and responsive Operational Service, co-ordinating the workflow and ensuring that the operations team is actively engaged in the continuous improvement of all operations. You will work closely with the HR Supervisor to ensure that all recruitment and performance managment is operationally efficient.
Key areas of responsibility
Team Supervision

• Supervise the team to ensure delivery of an excellent and accurate operational service to internal and external customers.
• Act as a role model, coaching and developing team members to ensure an excellent level of performance and that they reach their potential.
• Supervise the delivery of Operations, completing tasks and managing the workflow to ensure, accurate, high quality and timely provision of services to all customers.
• Report on the performance of the team with a view to identifying ways of improving performance levels.
• Create standard operating procedures and service standards, to ensure the high quality and consistent delivery of all services.
• Ensure that data in Newstel databases and online recruitment systems and other Operational IT systems is effectively maintained and up to date and relavent and that it complies with Data Handling requirments.
• Support the Team as necessary to ensure smooth operational delivery.
• Manage the rewards and benefits programe and complete reports on on employee engagement as required.
• Manage KPI monitoring and expectations to ensure that the Newstel team deliver a performance that matches or exceed the clients expectations and that the Newstel team understand their individual performance metrics.

Oversee Operations Administration

• Supervision of the Operations team in all aspects of Administration .
• Ensure employees’ records are maintained accurately in line with local and EU GDPR regulations.
• As a Data Champion you will ensure that data is managed in accordance with required regulations.
• Ensure that all communications are dealt with in a confidential, professional and timely manner by the Operations team.
• Maintain documentation and templates to ensure accessibility / accuracy in line with current legislation, regulations and practice.
• Review current procedures and workflows and work with colleagues to identify and suggest improvements.
• Working with IT, perform duties related to facilities management for the office, including equipment ordering, maintenance schedules and management of loaned equipment.
• Supervise the Team Leads and Administrators, to ensure best performance and operational efficiency.
• Liaise with Account Managers to project plan for peak and slack trade and performance management and monitoring.

Recruitment and Onboarding Process

• Liaise with HR for the end-to-end recruitment processes, to ensure a positive experience for recruiting managers, the candidates and HR.
• Ensure that all recruitment forecasts are project managed in a timely manner and that your team liaise with the internal recruitment teams ,and candidates in an efficient and professional manner.
• Act as escalation point for complex calls and queries (when required).
• Support HR with the effective delivery of the regularization process for new starters.
• Ensure that The Divisional Director (and other team members as required) are kept informed of any issues which may impact upon Operations.

Other duties and tasks

• Produce reports and data analysis to ensure the Management Team are informed regarding pipelines / recruitment / attrition rates and any other areas as required.
• Produce performance reports for Team Leads, showing performance against expectations.
• Ensure all team members are aware of performance requirements
• Maintain a skills matrix
• Deliver performance managment training as required
• Run team meetings / training / collaboration sessions with a focus on improving skill sets with requirments identified by the skills matrix and performance managment.

How you’ll know you’re succeeding
The team will become more operationally efficient and will be able to handle increases in work volume, without adding additional headcount.
Management will receive regular (daily / weekly / monthly) reports on recruitment pipelines / attrition rates / performance / employee engagement etc
Your team engagement scores will be positive
Recruitment will be completed on or before deadlines
Agents will have been onboarded (and received equipment if necessary) within required deadlines
Your profile
Qualifications / Professional experience
Essential
Experience in HR Operations or Operational services
Previous supervisory experience in a similar role
Previous people managment / supervision experience including conducting 1 2 1's and performance management reviews.
Desirable
Background in recruitment or recruitment support
Educated to degree level
Knowledge & experience
Essential
Minimum 1 year experience in a similar role
Team management / supervision experience, ideally within an HR or Operations environment
Experience of delivering excellent customer service
Experience of acting as a mentor and coach
Understanding of GDPR regulations and data handling.
Process creation (SOPS) and documentation
Reporting proficiency - confident sharing and analysing data using Google sheets or Excel.
Confident to communicate with Leadership Team.
Desirable
Working knowledge and experience of HR and operational information systems and reporting tools
Experience of supervising a team to deliver high levels of customer service
Experience of working with HR or Operations systems
Skills
Great written and verbal communication skills in English
Excellent IT skills, with a competent understanding of working with formulas and graphs in spreadsheets (Excel / Google Sheets)
Proven problem-solving skills with the ability to think laterally
Good organisational and administrative skills, able to work to deadlines
Ability to communicate with a wide range of stakeholders
Ability to prioritise work effectively
Can work effectively as part of a team
Ability to observe a high level of confidentiality at all times
Attributes
Positive “can-do” attitude, proactive & friendly
Quick to learn and adapt to new technology, processes etc
Attention to detail & accuracy
Show initiative - when you don’t know, be proactive to educate
We're interested in people from all backgrounds and experience, so if you feel you would excel at this role but don't meet every criteria of the job description, please still submit your CV.
OUR HIRING PROCESS
Submitting your CV - What we look for
Does this role sound like you? Excited about being part of a growing customer success company where you can flourish in a flexible environment? We’re looking to fill this role ASAP so don’t delay with your application!
What we look for
Every person is unique, each with a career's worth of experience that we can’t wait to hear about. Our culture and values are very important to us so we look for the right fit in all applications. If you want to stand out from the crowd then here are things we look out for when deciding on which applications to progress to interview.
Values
Embedding our Values of being Team shaped, Customer focussed & Adaptive & agile. Show how you'd embody these core values in your application.
Focus on outcomes over input
What impact did your work have? Were there any data or metrics to show that impact? What changed as a result?
Learning and growth
Our culture empowers us with the tools we need to grow. How have you grown and what impact has it had on your career?
Keep it simple
Got a long career history? Focus on your last 3-5 roles, giving information on each, focusing on the outcomes and what you did to achieve them. We don't want to see long lists of duties, or your job description. We do want to hear about what you achieved and some evidence / data to support this.
The Interview process
You can expect us to be rigorous in our hiring process, but we also see this as an opportunity for you to get to know us as well as us getting to know you. If you don’t meet our requirements at any stage in the process, we’ll let you know why and we won’t proceed any further.
1. Initial screening meeting to align our expectations (15 mins)
2. 1st Interview (around 45 mins)
3. Project setting (we’ll set you a project that we’d like you to present at your final interview)
4. 2nd interview with Leadership team and project presentation (around 1 hour)
WHAT WE DO AT NEWSTEL
We’re a trusted partner to clients across a range of industries to help them achieve customer success and grow their business through digitally-led multilingual customer service. With our HQ in Hamburg, Germany and customer success centres in Manila, Philippines and Istanbul, Turkey, we are a 200+ strong team offering complete multilingual customer service across multiple channels, as well as back office support.
Perks of the job
● Flexible working hours - With the choice to work in the way that brings out the best in you, whether you're an early bird or night owl or anything in between
● 33 days paid holiday,
● Learning and Development - a learning budget each year to support the development of your career
● Compassionate Leave
● Paid sick leave
Job Type: Full-time
Pay: Php 600,000 - Php800,000 per year
Benefits:

• Flexible schedule
• Work from home

Schedule:

• Flextime

Application Question(s):

• Are you located in the Philippines?

Education:

• Bachelor's (Preferred)

Experience:

• Operations management or supervision: 1 year (Required)

Job Type: Full-time
Pay: Php600,000.00 - Php800,000.00 per year
Benefits:

• Company events
• Opportunities for promotion
• Paid training
• Work from home

Schedule:

• 8 hour shift
• Afternoon shift
• Evening shift
• Monday to Friday

Supplemental Pay:

• 13th month salary
• Bonus pay
• Performance bonus

Experience:

• Operations supervision: 1 year (Required)