Operations Supervisor | Tech

Gratitude Inc

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2 weeks ago

Operations Supervisor | Tech

1-3 Year(s)

30 - 35 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Technical Operation Supervisor BPO Experience is a must Zendesk, Salesforce, and Office 365. CRM software Supervisor, Team Lead, or Senior Specialist

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Job Summary

The Operations Supervisor leads a team of CE Specialists providing chat, email, and ticket based support across product, technical, and advertiser domains. The role ensures SLA adherence, case quality, and effective handling of escalations while coaching agents to deliver consistent, high quality customer experience.

Key Responsibilities
•Supervise day to day operations of Tier 1, Tier 2, and Tier 3 CE teams.
•Coach and develop agents to improve quality, productivity, and technical accuracy.
•Monitor performance metrics including SLAs, CSAT, and case resolution quality.
•Act as first level escalation support for complex technical, billing, or policy cases.
•Ensure accurate case documentation and consistent use of CRM/ticketing tools.
•Partner with QA, Training, Workforce, and Product teams to address gaps and drive improvements.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 24 months leadership experience (Supervisor, Team Lead, or Senior Specialist) in a BPO or digital support environment.
•Working knowledge of chat, email, and ticket based support operations.
•Familiarity with CRM/ticketing systems (e.g., Zendesk, Salesforce).
•Basic understanding of digital advertising, compliance, billing, or technical support environments.
•Strong technical background in BPO (Must have)

Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview.

PLEASE ANSWER THESE QUESTIONS AND SEND THE ANSWERS TO JEMOMBOYA@GMAIL.COM

Pre-screening notes:

Educational attainment:
Years of experience as Operations Supervisor
Technical experience:
Last drawn salary:
Expected salary:

Role

Operations Manager

Timings

Flexible (Permanent)

Industry

IT-Hardware & Networking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

James Mboya

Recruiter - Gratitude Inc

NA, kenya

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