Operations Supervisor

Gratitude Inc

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1 day ago

Operations Supervisor

2-5 Year(s)

₱ 35 - ₱ 45K p.m

Manila

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Job Description

Key Skills

Coaching Customer Service Process Improvement Travel and Hospitality Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements.

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SITE: Rockwell, Pasig

WORK SETUP: Onsite

SHIFT SCHEDULE: Night Shift

TARGET START DATE: October 5, 2026

SALARY RANGE: ₱35,000 – ₱45,000

Role Overview

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 issue 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.

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, typically working according to set principles. Usually generates and initiates own workload and doesn't need instructions or guidelines. Might supervise the 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. Typically manages a team of Individual Contributor co-workers.

Key Responsibilities

Manage and oversee day-to-day operations of a customer service team

Supervise and lead a team of individual contributors

Handle customer concerns and escalations

Monitor KPIs and performance metrics

Provide coaching and performance feedback

Identify process gaps and implement improvements

Ensure compliance with client requirements and internal policies

Resolve operational and customer issues within a defined scope

Qualifications

At least 2–3 years of leadership/supervisory experience in a BPO/customer service environment – required

Must have Travel/Hospitality account experience or relevant Travel background within a BPO environment – required

Strong experience in customer service operations, handling customer concerns and escalations

Proven experience leading and managing a team of individual contributors

Knowledge of KPI management, performance monitoring, coaching, and process improvement

Able to manage day-to-day operations and resolve operational/customer issues within a defined scope

Demonstrated ability to identify process gaps and implement improvements

Strong communication, coaching, and problem-solving skills

Willing to work onsite in Rockwell, Pasig

Willing to work on a night shift

Available to start October 5, 2026

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-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.

Jecinta Kariuki

Recruiter - Gratitude Inc

NA, kenya

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