Salary:
- Entry: PHP 28,800
- Maximum: PHP 40,000
Work Setup: Onsite (Davao or Makati)
Shift: Night Shift (GY)
Role Overview
The Operations Supervisor will oversee day-to-day customer service operations, ensuring efficient delivery of post-sale technical and non-technical support to both business and end-consumer customers. The role requires strong leadership, process improvement, and team management capabilities in a fast-paced BPO environment.
Key Responsibilities
- Supervise and manage a team of customer service representatives, ensuring performance, quality, and productivity targets are met
- Handle high-volume customer interactions across phone, chat, and messaging channels
- Resolve complex customer concerns and provide escalation support when required
- Monitor team performance and implement improvements to enhance service delivery
- Drive operational efficiency through process improvements and best practices
- Manage daily operations with minimal supervision and ensure service excellence
- Support and guide less experienced team members to ensure accountability and growth
- Coordinate with internal teams (production, distribution, support units) to resolve customer concerns
Functional Scope
Remote Customer Service:
- Deliver support via phone, chat, and text channels
- Manage high-volume, low-complexity queries
- Address lower-volume, high-complexity issues
Distribution / Service Centre Support:
- Act as liaison between customers and internal departments
- Provide support for walk-in customers where applicable
Requirements
- Minimum of 2 years experience as a Team Leader or Operations Supervisor in a BPO setting
- Strong background in Telco or Telco Sales (preferred)
- High-quality non-telco experience may be considered
- Proven ability to lead teams and manage performance
- Strong understanding of customer service operations and best practices
- Ability to work onsite and on a night shift schedule
Key Skills
- Leadership and team management
- Problem-solving and decision-making
- Process improvement and operational efficiency
- Strong communication and stakeholder management
- Ability to work independently with minimal supervision
