Operations Supervisor – German Appliance Brands

Gratitude Inc

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3 weeks ago

Operations Supervisor – German Appliance Brands

2-5 Year(s)

35 - 40 Thousand p.m

Manila (Ortigas, Pasig)

Job Description

Key Skills

Smart Appliances Performance Management people Management Team Leader International Call Centre workforce supervisor customer contact management experience coaching skills team leadership BPO Experience is a must Supervisory Experience

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Job Title: Operations Supervisor – German Appliance Brands

Location: TP Silver City, Onsite | Shift: GY
Salary: Competitive (php 35000 to 40000)

About the Role:
We are looking for a proactive Operations Supervisor to lead a team of Customer Service Representatives supporting German appliance brand accounts. The role involves ensuring operational excellence, monitoring KPIs, implementing quality assurance processes, and fostering a high-performing team environment. You will serve as a key link between the team, department heads, and senior management to maintain productivity, compliance, and client satisfaction.

Key Responsibilities:

Supervise, coach, and train 16 CSRs, providing guidance, feedback, and performance reviews
Monitor individual and team KPIs to identify gaps and opportunities for improvement
Implement operational workflows, process improvements, and quality assurance procedures
Collaborate with department heads to optimize processes and enforce policies
Maintain high team engagement, motivation, and retention
Address operational challenges and escalate critical issues as required
Ensure full compliance with client standards, contractual obligations, and internal policies

Requirements:

1–2 years in contact center operations supervisory role
Strong team leadership, coaching, and people management skills
Proficient in contact center software, reporting tools, and metrics monitoring
Excellent verbal and written communication skills
Analytical mindset with strong problem-solving abilities
Willing to work shifting schedules supporting US, Canada, Australia, or UK markets

Role

WFM

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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