OpenLoop is looking for a Site Officer to join our team onsite in Laguna, Philippines. As the Site Officer, you will ensure smooth daily operations of the call center by enforcing company policies, monitoring agent performance, and maintaining compliance with operational standards. Acting as the primary on-site enforcer, the Site Officer addresses non-compliance, resolves conflicts, and ensures adherence to schedules, performance metrics, and workplace protocols. They are also responsible for reporting all issues and non-compliance incidents promptly to headquarters to ensure transparency and timely corrective action. This role is crucial for maintaining discipline, meeting client expectations, and supporting a productive work environment. Additionally, the Site Officer may handle ad hoc tasks and other duties as assigned to support site operations and organizational objectives.

What You’ll Do:

• Strictly enforce all operational policies and procedures to ensure that agents comply with the organization’s standards.
• Monitor agent and team behavior, attendance, and performance to ensure compliance with KPIs, SLAs, and company protocols.
• Enforce quality standards by overseeing call monitoring, quality checks, and performance reviews.
• Ensure agents meet or exceed client expectations in terms of customer satisfaction, adherence to scripts, and call handling procedures.
• Work closely with the quality team to identify performance gaps and implement corrective measures.
• Ensure agents are adhering to the schedule and that attendance is monitored strictly.
• Enforce adherence to break times, shift changes, and punctuality. Investigate and address any attendance-related issues, including absenteeism or tardiness, and enforce penalties when necessary.
• Monitor and enforce adherence to company policies regarding conduct, dress code, workplace behavior, and client interactions.
• Address violations swiftly, ensuring all agents understand the consequences of non-compliance.
• Act as the first line of defense in managing agent grievances, interpersonal conflicts, or misconduct.
• Provide immediate resolution, ensuring that conflicts do not affect team performance. Take disciplinary actions when required and document all incidents thoroughly.
• Enforce continuous learning and skill improvement by ensuring that all agents complete required training and retraining.
• Ensure that agents are equipped with the tools and knowledge to meet operational and performance targets.
• Prepare and submit daily, weekly, and monthly performance reports to upper management (headquarters), highlighting any non-compliance or issues encountered.
• Document and escalate persistent performance problems or repeated policy violations. Recommend corrective actions for ongoing improvement.
• Ensure that agents meet client-specific standards and deliverables. Regularly audit agent and team performance against client SLAs and KPIs.
• Implement corrective actions for teams or individuals who fail to meet agreed-upon targets.

Who You Are:

• University level or degree in Business Administration, Management, or a related field. Additional certifications or training in operations management, performance management, or conflict resolution is a plus.At least 3 years of experience in a call center environment, with at least 2 years in a supervisory or enforcement role.
• Strong experience in managing agent and team performance, ensuring compliance, and applying corrective actions.
• Excellent communication skills (verbal and written) in English and Filipino.
• Ability to enforce rules and discipline while maintaining a productive and respectful work environment.
• Strong understanding of BPO operations, KPIs, SLAs, and performance metrics.
• Proficiency in call monitoring, quality assessment tools, and reporting systems.
• Assertive leadership style with the ability to take immediate action when necessary.
• Excellent conflict resolution and disciplinary skills.
• Detail-oriented with a focus on compliance and operational standards.
• Strong sense of accountability and responsibility.
• Excellent time management and multitasking abilities.
• Strong decision-making skills, especially under pressure.