OPERATIONS SUPERVISOR (Retail Banking)-Cebu

The Customer Service Supervisor will oversee customer service operations, manage team performance, and ensure effective resolution of customer inquiries and issues across multiple support channels. The role involves providing professional guidance, improving day-to-day processes, monitoring service performance, and ensuring the delivery of high-quality customer support.

Key Responsibilities:

- Provide customer service and support through phone, online chat, or text.

- Handle high volumes of low-complexity customer inquiries.

- Analyze and resolve customer issues, including more complex inquiries.

- Act as a liaison between customers, production, and distribution departments regarding specific customer orders.

- Provide technical and non-technical customer support in walk-in service centers.

- Manage team performance and drive operational improvements.

- Oversee the implementation of short-term team activities.

- Provide professional expertise and guidance to less experienced professionals.

- Take responsibility for the quality of work and end results.

- Improve day-to-day activities and processes.

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.