Job title : Operations Supervisor – Retail Banking

Location: Cebu, Philippines
Work Setup: Onsite
Shift: Night Shift

Job Description :

We are hiring Operations Supervisors to lead customer service teams supporting a Retail Banking program. The ideal candidate should have prior BPO experience as a Supervisor or SME, strong team management skills, and experience driving operational KPIs.

Key Responsibilities :

• Supervise and manage daily customer service operations.

• Monitor team performance and ensure achievement of AHT and CSAT targets.

• Handle escalations and support issue resolution.

• Coach and mentor team members to improve performance.

• Monitor operational processes and identify improvement opportunities.

• Ensure service quality and productivity standards are maintained.

Required Skills :

• Team Management

• BPO Operations

• AHT Management

• CSAT Management

• Performance Monitoring

Qualifications :

• At least 1 year of BPO experience as a Supervisor or SME.

• BFSI experience preferred; Retail Banking is an advantage.

• Candidates from Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, and Technology are welcome.

• Experience managing team performance and monitoring AHT and CSAT.

• Good verbal and written communication skills.

• Must have no outstanding or delinquent financial obligations.