Operations Supervisor Jobs in Cebu | ₱45K | BPO

Job Overview

Looking for Operations Supervisor jobs in Cebu? We are hiring 15 Operations Supervisors for a Retail Banking customer service program with a competitive salary package of ₱45,000 per month.

This opportunity is open to experienced BPO Supervisors and Subject Matter Experts (SMEs) with at least one year of supervisory or SME experience.

Candidates with experience in Retail Banking, BFSI, Credit Cards, Loans, Collections, Healthcare, Telecommunications, Retail, Travel and Technology accounts are welcome to apply.

If you have experience managing team performance, monitoring KPIs such as Average Handle Time (AHT) and Customer Satisfaction (CSAT), and leading customer service operations, this could be your next career opportunity.

About the Role

As an Operations Supervisor, you will oversee daily customer service operations, support team performance and ensure that service delivery meets the required operational standards.

You will be responsible for monitoring team performance, supporting employees in achieving key performance indicators and maintaining service quality across the Retail Banking account.

The role requires strong leadership, communication and problem-solving skills, together with the ability to manage operational activities and drive continuous improvement.

Key Responsibilities

1. Team Leadership and Performance Management

Supervise and support daily team operations.

Monitor individual and team performance.

Guide and coach team members to achieve operational targets.

Support the development of less experienced employees and SMEs.

Identify performance gaps and implement improvement actions.
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2. KPI and Service Quality Management

Monitor Average Handle Time (AHT) and Customer Satisfaction (CSAT).

Track team performance against established operational targets.

Identify opportunities to improve customer experience and service delivery.

Support quality and compliance requirements.

3. Customer Service Operations

Oversee customer service activities for the Retail Banking program.

Support the resolution of complex customer concerns and escalations.

Ensure consistent handling of customer inquiries.

Maintain operational efficiency and timely issue resolution.

4. Operational Improvement

Identify opportunities to improve day-to-day processes.

Support the implementation of operational initiatives.

Monitor team progress and follow up on improvement plans.

Maintain effective communication with relevant stakeholders.

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Required Qualifications and Experience

Candidates applying for this Operations Supervisor position should meet the following requirements:

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

Experience managing team performance and operational KPIs.

Practical knowledge of AHT and CSAT monitoring.

Good verbal and written English communication skills.

Strong leadership, analytical and problem-solving abilities.

Ability to manage operational responsibilities and meet performance targets.

Willingness to work onsite in Cebu on a night shift.

Available to start as soon as possible, with onboarding beginning as early as December 2026.

Preferred Industry Experience

BFSI experience is preferred, and Retail Banking experience is an advantage but is not mandatory.

Candidates from the following BPO accounts and industries are also welcome:

Retail Banking

BFSI

Credit Cards

Loans

Collections

Healthcare

Telecommunications

Retail

Travel

Technology

Salary and Benefits Information

Monthly package: ₱45,000.

Retail Banking program.

Onsite work in Cebu.

Night shift schedule.