Operations Supervisor – BPO/Telco | Onsite Makati | Night Shift

Gratitude Inc

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1 day ago

Operations Supervisor – BPO/Telco | Onsite Makati | Night Shift

1-3 Year(s)

Manila (Makati)

Job Description

Key Skills

Operations Supervisor bpo telco

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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

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