Operations Supervisor – BPO/Telco | Onsite Makati | Night Shift
Gratitude IncOperations Supervisor – BPO/Telco | Onsite Makati | Night Shift
Job Description
Key Skills
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Operations Supervisor – BPO/Telco | Onsite Makati | Nightshift Shift
Location: Makati City, Philippines
Work Setup: Onsite
Shift: Graveyard/Night Shift
Employment Level: Supervisor / Team Leadership
About the Role
We are looking for an experienced Operations Supervisor with a strong BPO and/or Telecommunications (Telco) background to lead teams, drive operational performance, and maintain high-quality customer service delivery.
The ideal candidate is a hands-on people leader with proven experience managing frontline teams in a fast-paced BPO or Telco environment.
Key Responsibilities
- Lead, coach, and motivate a team of customer service or technical support agents.
- Monitor team performance against KPIs, SLAs, quality, productivity, attendance, and customer experience targets.
- Conduct coaching sessions, performance reviews, and action plans.
- Identify operational issues and implement appropriate solutions.
- Support workforce productivity, employee engagement, and process improvement initiatives.
- Analyze performance reports and provide actionable insights to management.
- Ensure compliance with company policies, client requirements, and operational procedures.
- Handle escalations and support the team in resolving complex customer concerns.
- Collaborate with Quality, Training, Workforce Management, and other support teams.
Non-Negotiable Requirements
- BPO and/or Telco experience is required.
- At least 6 months of experience in a Team Lead, Supervisor, or equivalent leadership role.
- Proven experience managing frontline customer service, technical support, or telecommunications teams.
- Strong understanding of BPO operations, KPIs, SLAs, and performance management.
- Willingness to work onsite in Makati City.
- Willingness to work a graveyard/night shift.
Preferred Qualifications
- Experience handling a high-volume customer service or technical support account.
- Experience with telecommunications accounts is highly preferred.
- Strong coaching, communication, problem-solving, and decision-making skills.
- Ability to manage performance, escalations, and team engagement in a fast-paced environment.
Important Eligibility Requirement
Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.
Pre-Screening Questions
- How many years of BPO/Telco experience do you have?
- How long have you worked in a Team Lead/Supervisor or other leadership role?
- How many agents or team members have you directly managed?
- What type of BPO/Telco account have you handled?
- Are you willing to work onsite in Makati City?
- Are you comfortable working a graveyard/night shift?
- Are you a former Teleperformance employee?
- What was your last drawn salary?
- What is your expected salary?
Note: Candidates must meet the non-negotiable requirements above to be considered for the role. Any changes to the requirements will be communicated accordingly.
Role
Operations Manager
Timings
Night Shift (Contract To Hire)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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