Operations Supervisor | BPO Operations | Customer Service Supervisor

Gratitude Inc

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14 hours ago

Operations Supervisor | BPO Operations | Customer Service Supervisor

2-8 Year(s)

Manila (Pasig)

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Job Description

Key Skills

Customer Service Problem Solving Team Management Operations Management BPO Operations customer support Compliance Quality Manager

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Job Title: Operations Supervisor

Work Location: Rockwell, Pasig City, Philippines

Work Setup: Onsite

Work Shift: Night Shift

Employment Type: Full-Time

Experience: 2–3 Years of Leadership/Supervisory Experience

Job description :

We are looking for an experienced Operations Supervisor to manage daily customer service operations and lead a team of individual contributors in a BPO environment.

The role will focus on team performance, customer service delivery, escalation management, KPI monitoring, coaching, and process improvement. The ideal candidate should have strong BPO leadership experience along with Travel or Hospitality account experience.

Key Responsibilities :

Manage and oversee daily operations of the assigned customer service team, ensuring productivity, quality, and service-level expectations are achieved.
Lead, coach, and support team members by monitoring performance, providing feedback, and addressing operational and customer-related concerns.
Handle customer escalations and complex operational issues, ensuring timely resolution while maintaining high customer service standards.
Monitor KPIs, track team performance, identify performance gaps, and implement appropriate improvement initiatives.
Identify process gaps and support the implementation of process improvements and short-term operational activities within the team.

Required Skills :

Strong BPO/customer service operations and team management experience.
Strong leadership and supervisory skills with experience managing individual contributors.
Knowledge of KPI management, performance monitoring, coaching, and performance improvement.
Strong customer escalation handling, problem-solving, and decision-making skills.
Strong communication skills with the ability to identify process gaps and implement practical improvements.

Qualifications :

At least 2–3 years of leadership or supervisory experience in a BPO/customer service environment.
Must have Travel/Hospitality account experience or relevant Travel background within a BPO environment.
Strong experience in customer service operations and handling customer concerns and escalations.
Proven experience leading and managing a team of individual contributors.
Experience with KPI management, performance monitoring, coaching, and process improvement.
Ability to manage daily operations and resolve operational/customer issues within a defined scope.
Demonstrated ability to identify process gaps and implement improvements.
Strong communication, coaching, leadership, and problem-solving skills.
Willing to work onsite in Rockwell, Pasig.
Willing to work on a night shift.
Available to start on October 5, 2026.

Important Notes :

Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.
Recruitment Process: Initial Interview → Final Interview.

Role

Team Leader

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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