BPO OPERATIONS SUPERVISOR

Gratitude Inc

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2 months ago

BPO OPERATIONS SUPERVISOR

2-5 Year(s)

₱ 30 - ₱ 35K p.m

Manila (Makati, Taguig)

Job Description

Key Skills

CRM (Customer relationship Management) Quality Assurance/QA Training Workforce Management Operations Management Operations Supervisor CSAT Bachelor's Degree BPO Experience is a must SLAs, CSAT, quality scores

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Job Title: Operations Supervisor

Account: Technical

Salary: 30k to 35k

Work location/Set up: Onsite/ McKinley

Shift Schedule: TBD

Job Summary

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)

Recruitment Process :

Recruitment Interview, Assessment, Hiring Manager Interview.

Role

Operations Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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