Job Description – Operations Supervisor (Retail Banking)

Job Title: Operations Supervisor
Program: Retail Banking
Location: Cebu, Philippines
Work Setup: Onsite (Work From Office)
Shift: Night Shift
Salary Package: ₱45,000 per month
Experience: Minimum 1 year of BPO experience as a Supervisor or SME
Headcount: 15
Start Date: ASAP – Target joining as early as December 2026

Job Overview

We are looking for an experienced Operations Supervisor to oversee customer service operations for a Retail Banking program. The successful candidate will manage team performance, monitor key operational metrics, drive service quality, and ensure excellent customer experiences. Candidates with supervisory or SME experience in BPO operations are encouraged to apply. BFSI experience is preferred, but candidates from other industries are also welcome.

Key Responsibilities

• Supervise daily customer service operations and ensure smooth team functioning.

• Manage team performance and drive achievement of operational targets.

• Monitor and improve key performance indicators, particularly Average Handling Time (AHT) and Customer Satisfaction (CSAT).

• Provide guidance, coaching, and support to team members to improve productivity and service quality.

• Handle escalations and ensure timely resolution of customer concerns.

• Monitor service delivery, quality standards, and customer experience.

• Identify operational gaps and implement process improvements.

• Oversee short-term team activities and ensure adherence to established procedures and guidelines.

• Support team development and share expertise with less experienced employees.

• Collaborate with internal stakeholders to maintain operational efficiency and meet business objectives.

Qualifications & Requirements

• Minimum 1 year of BPO experience as a Supervisor or Subject Matter Expert (SME).

• Experience managing team performance and monitoring operational KPIs.

• Hands-on experience with AHT and CSAT metrics.

• BFSI experience preferred; Retail Banking experience is an advantage.

• Candidates from the following LOBs are welcome:

  • Retail Banking

  • Credit Cards

  • Loans

  • Collections

  • Healthcare

  • Telecommunications

  • Retail

  • Travel

  • Technology

• Good verbal and written communication skills.

• Strong leadership, problem-solving, coaching, and team management abilities.

• Must be amenable to working onsite in Cebu on a permanent night shift.

• Must be available to join ASAP, with a target start as early as December 2026.

Financial Eligibility Requirement

• Candidates must have no outstanding or delinquent financial obligations.

• Existing loans or credit card accounts must be in good standing, with no overdue or delinquent payments.

Compensation & Benefits

• Monthly package: ₱45,000

• Night shift schedule.

• Additional benefits to be confirmed by the employer.

Important Recruitment & Rehire Policy

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

The following companies are also excluded because they fall under Teleperformance:

• PSG

• Majorel

• Aegis

Candidate Pre-Screening Questions

1. What is your highest educational attainment?

2. How many total years of BPO experience do you have?

3. How many years of experience do you have as a Supervisor or SME?

4. Which LOB or accounts have you handled (Retail Banking, BFSI, Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, Technology, etc.)?

5. Have you handled or monitored AHT and CSAT? Please describe your experience.

6. Do you have any existing loans or credit cards? Are any payments currently delinquent or overdue?

7. What is your current or last drawn salary?

8. What is your expected salary?

9. Are you willing to work onsite in Cebu on a night shift?

10. What is your earliest available start date?

11. Are you amenable to the ₱45,000 monthly package?