Operations Supervisor | Tech | Urgent

Gratitude Inc

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20 hours ago

Operations Supervisor | Tech | Urgent

1-5 Year(s)

Manila (Taguig)

Job Description

Key Skills

Operations Supervisor operations skills BPO Experience Zendesk, Salesforce, and Office 365. Technical experience CRM software Supervisor, Team Lead, or Senior Specialist

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

The Operations Supervisor leads a team of CE Specialists providing chat, email, and ticket based support across product, technical, and advertiser domains. The role ensures SLA adherence, case quality, and effective handling of escalations while coaching agents to deliver consistent, high quality customer experience.

Key Responsibilities
•Supervise day to day operations of Tier 1, Tier 2, and Tier 3 CE teams.
•Coach and develop agents to improve quality, productivity, and technical accuracy.
•Monitor performance metrics including SLAs, CSAT, and case resolution quality.
•Act as first level escalation support for complex technical, billing, or policy cases.
•Ensure accurate case documentation and consistent use of CRM/ticketing tools.
•Partner with QA, Training, Workforce, and Product teams to address gaps and drive improvements.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 24 months leadership experience (Supervisor, Team Lead, or Senior Specialist) in a BPO or digital support environment.
•Working knowledge of chat, email, and ticket based support operations.
•Familiarity with CRM/ticketing systems (e.g., Zendesk, Salesforce).
•Basic understanding of digital advertising, compliance, billing, or technical support environments.
•Strong technical background in BPO (Must have)

to apply, answer the following screening questions in short and clear format.

Educational attainment

Years of experience as Operations Supervisor

Technical experience in BPO

Last drawn salary

Expected salary

Role

Customer Delivery Supervisor

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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