Job Summary

The Operations Supervisor will oversee day-to-day customer service operations within a BPO environment, leading a team of individual contributors and ensuring operational performance, customer satisfaction, and process efficiency.

The role involves managing customer service activities across phone, online chat, text, and other support channels. The position handles operational escalations, monitors team performance, coaches employees, and identifies opportunities to improve processes and day-to-day operations.

Key Responsibilities

Manage and oversee daily customer service operations within a defined scope.
Lead and supervise a team of individual contributors.
Handle customer concerns, escalations, and operational issues.
Monitor key performance indicators (KPIs), productivity, quality, and overall team performance.
Conduct regular coaching and performance monitoring sessions.
Identify process gaps and implement operational improvements.
Execute specialized projects and activities according to established processes and principles.
Generate and manage team workload with minimal supervision.
Provide professional guidance and support to less experienced team members.
Coordinate customer service activities across relevant business and support functions.
Ensure effective resolution of customer issues and operational concerns.
Drive improvements in day-to-day processes and team performance.
Make operational decisions within the defined scope of responsibility.

Qualifications

2–3+ years of leadership/supervisory experience in a BPO or customer service environment.
Travel/Hospitality account experience or relevant Travel background within a BPO environment is mandatory.
Strong experience in customer service operations and escalation handling.
Proven experience leading and managing a team of individual contributors.
Knowledge of KPI management and performance monitoring.
Experience in coaching, mentoring, and performance improvement.
Ability to manage day-to-day operations and resolve customer/operational issues.
Demonstrated ability to identify process gaps and implement improvements.
Strong communication, coaching, analytical, and problem-solving skills.
Willingness to work onsite in Rockwell, Pasig.
Willingness to work night shift.
Must be available to start on October 5, 2026.

Recruitment Process

Initial Interview → Final Interview

Pre-Screening Requirements

Recruiters should validate:

Years of BPO Experience
Years of Leadership Experience in BPO
Travel/Hospitality Experience in BPO
Team Handling Experience
Last Drawn Salary
Expected Salary
Availability / Notice Period

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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