Operations Supervisor (Telco / Telco Sales Account)

Gratitude Inc

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17 hours ago

Operations Supervisor (Telco / Telco Sales Account)

2-5 Year(s)

25 - 40 Thousand p.m

Davao

Job Description

Key Skills

Customer Service Operation Supervisor good communication skills bpo telco Telco Sales

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Location: Onsite – Makati or Davao

Shift: Graveyard (GY)

Salary Range:

Entry: PHP 28,800

Maximum: PHP 40,000 (subject to SVP approval)

Job Overview

The Operations Supervisor is responsible for managing and overseeing customer service operations for post-sale support (technical and non-technical) across multiple service channels. The role involves leading a team, ensuring service excellence, and driving operational efficiency within a fast-paced BPO environment.

Key Responsibilities

Supervise daily operations of customer service teams handling telco-related accounts
Manage both high-volume, low-complexity and low-volume, high-complexity customer inquiries
Provide support across multiple channels (phone, chat, email, text)
Act as a liaison between customers and internal departments (production, distribution, or service centers)
Ensure team performance meets KPIs, SLAs, and quality standards
Lead, coach, and develop team members to improve productivity and service delivery
Manage workload distribution and ensure accountability within the team
Drive continuous improvement in processes and day-to-day operations
Execute operational projects with minimal supervision

Scope of Work

Remote Customer Service:
Handle customer inquiries via phone, chat, and messaging platforms
Resolve technical and non-technical issues efficiently
Distribution Center Support:
Coordinate with internal teams for order-related concerns
Provide support in walk-in service environments when required

Qualifications

At least 2 years of experience as a Team Leader / Operations Supervisor in a BPO setting
Experience in Telco or Telco Sales accounts is highly preferred
Exceptional candidates without telco experience may still be considered
Strong leadership, coaching, and team management skills
Solid understanding of BPO operations and customer service best practices
Ability to manage multiple priorities in a fast-paced environment

Role

Operations Director

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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