Operations Supervisor

Job Title: Operations Supervisor

Program: Retail Banking

Work Location: Cebu

Work Setup & Schedule: Night Shift

Start Date: ASAP (As early as December 2026)

HC: 15

JOB DESCRIPTION

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers, including:

Remote Customer Service: Providing customer service and support via phone, online chat, or text, including:

- Call center-based customer support in response to a high volume of low-complexity inquiries.

- Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher-complexity inquiries.

Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility, including:

- Acting as liaison between customers, production and distribution departments related to specific customer orders.

- Providing technical and non-technical customer support in a walk-in service center.

Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.

Executes specialized projects and activities and typically works according to set principles.

Usually generates and initiates own workload and doesn’t need instructions or guidelines.

Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product.

Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team.

Decisions are of an operational nature within a defined scope.

Positions on this level delivers their share of professional responsibilities focusing on professional excellence.

QUALIFICATIONS

- Must have at least 1 year of BPO experience as a Supervisor or SME.

- BFSI experience is preferred; Retail Banking is an advantage but not mandatory.

- Candidates from other LOBs (e.g., Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, and Technology) are welcome.

- Must have experience managing team performance and driving AHT and CSAT.

- Good verbal and written communication skills.

- Must have no outstanding or delinquent financial obligations (e.g., loans or credit card payments).

- Must be amenable to working onsite in Cebu on a night shift.

- Available to start ASAP, as early as December 2026.