Operations Supervisor

Position 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 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 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, 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 e​xpected 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

• At least 2–3 years of leadership/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, 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.
  
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