Operations Supervisor

Gratitude Inc

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17 hours ago

Operations Supervisor

2-3 Year(s)

₱ 35 - ₱ 45K p.m

Manila (Pasig)

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Job Description

Key Skills

Coaching Customer Service Communication & Interpersonal Skills Performance Monitoring Good exposure in to escalation management SLA / KPI Management

2 candidate(s) have already applied for this Job. Apply now

Operations Supervisor – BPO

Location: Rockwell, Pasig, Philippines
Work Setup: Onsite
Shift: Night Shift
Target Start Date: October 5, 2026
Salary: ₱35,000 – ₱45,000

Role Overview

We are looking for an experienced Operations Supervisor to lead and manage a team of customer service professionals in a BPO environment. The role will be responsible for day-to-day operations, team performance, customer escalations, KPI management, coaching, and continuous process improvement.

Candidates must have Travel/Hospitality account experience or relevant Travel background within a BPO environment.

Key Responsibilities

Manage and oversee day-to-day customer service operations.
Lead and support a team of Individual Contributors to achieve operational and customer-service targets.
Monitor key performance indicators (KPIs), productivity, quality, and service performance.
Handle customer concerns, escalations, and operational issues within the defined scope.
Conduct regular coaching, feedback, and performance-management sessions.
Identify process gaps and implement improvements to enhance operational efficiency.
Ensure adherence to company policies, processes, quality standards, and customer-service guidelines.
Provide guidance and support to team members on complex customer issues.
Take ownership of assigned projects and operational activities.
Work collaboratively with internal stakeholders to resolve operational challenges.
Maintain strong communication and ensure timely escalation of critical issues.
Drive continuous improvement and professional excellence within the team.

Required Qualifications

2–3 years of leadership/supervisory experience in a BPO or customer-service environment.
Mandatory Travel/Hospitality account experience or relevant Travel background within a BPO environment.
Strong experience in customer service operations and escalation management.
Proven experience managing and developing a team of Individual Contributors.
Knowledge of KPI management, performance monitoring, coaching, and process improvement.
Ability to manage day-to-day operations and resolve customer and operational issues.
Strong problem-solving, communication, coaching, and interpersonal skills.
Ability to identify process gaps and implement practical improvements.
Willingness to work onsite in Rockwell, Pasig.
Willingness to work night shifts.
Available to start on October 5, 2026.

Important Eligibility

Former Teleperformance employees are not eligible for rehire, either directly or through a third party.

Recruitment Process

Initial Interview
Final Interview

Pre-Screening Information

Candidates will be required to provide:

Years of BPO Experience
Years of Leadership Experience in BPO
Travel/Hospitality Experience in BPO
Team Handling Experience
Last Drawn Salary
Expected Salary
Notice Period / Availability to Start

Questionnaire

Please complete the questionnaire as part of the application process:

Questionnaire Link: https://myglit.com/lateral/cref/bbcadb2b61

Role

Team Leader

Timings

Night Shift (Permanent)

Industry

BPO

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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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