Job Title: Operations Supervisor – Retail Banking

Location: Cebu, Philippines
Experience: 1-6yrs
Work Setup: On-site
Shift: Night Shift

Job Description :

We are hiring Operations Supervisors for a Retail Banking program. The ideal candidate should have BPO experience in a Supervisor or SME role, with the ability to manage team performance, monitor operational KPIs, and drive customer satisfaction.

Candidates from BFSI and other BPO industries are welcome.

Key Responsibilities :

• Manage day-to-day team operations and ensure service delivery targets are met.

• Monitor team performance and operational KPIs, including AHT and CSAT.

• Support and guide team members to improve productivity and service quality.

• Handle operational issues and support timely resolution of customer concerns.

• Identify process improvement opportunities and implement operational initiatives.

• Provide guidance and expertise to less experienced team members.

• Ensure adherence to operational guidelines and quality standards.

Required Skills :

• BPO Team Management

• Operations Supervision

• AHT and CSAT Management

• Performance Management

• Customer Service Operations

• Communication and Problem-Solving

Qualifications :

• Minimum 1 year of BPO experience as a Supervisor or SME.

• BFSI experience preferred; Retail Banking is an advantage.

• Candidates from Credit Cards, Loans, Collections, Healthcare, Telecom, Retail, Travel, and Technology are welcome.

• Experience managing team performance and driving AHT and CSAT.

• Strong verbal and written communication skills.

• Must have no outstanding or delinquent financial obligations.

• Must be willing to work on-site in Cebu on a night shift.

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