Back Office CS Operations Supervisor — Data-Driven Leader

Cardinal Health International Philippines Inc.; Pateros; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Cardinal Health International Philippines Inc. is seeking a Customer Service Operations supervisor to lead a diverse call center team and drive performance improvements.

You will coordinate daily activities, implement policies, coach staff, and ensure quality standards. The role requires strong leadership, data analytics, and the ability to work in a fast-paced environment with shifting priorities. US EST hours are required.

Qualifications

• Internal: Employee has discussed the opportunity with supervisor and received approval to apply.
• Internal: Employee has been with Cardinal Health International Philippines Inc. for at least one year and in current position for at least one year.
• Internal: Employee rated at least "on target" on the latest performance evaluation.
• Internal: Employee is not under a prescriptive period for any disciplinary action.
• Internal: Employee has no current PIP in the previous 12 months.
• Internal: Must have experience leading a team as Sup/POC/SME.
• External: Proven call center experience with at least 2 years of supervisory or managerial experience.
• External: Strong background in interaction analytics tools and utilizing insights to improve efficiency and customer satisfaction.
• External: Data-driven mindset with advanced proficiency in data analysis and reporting tools.
• External: Excellent leadership, communication, and interpersonal skills to manage a diverse team.
• External: Familiarity with call center quality assurance practices and methodologies.
• External: Ability to work in a fast-paced environment, multitask, and adapt to changing priorities.
• External: Willing to work US hours (EST).

Responsibilities

• Coordinates and supervises the daily activities of operations, or business support staff.
• Administers and executes operational policies, procedures, and compliance requirements.
• Ensures employees operate within guidelines, monitors and manages team performance, delivers coaching and feedback, and maintains adherence to quality and operational standards.
• Decisions have a direct impact on operational effectiveness, customer experience, and business outcomes.
• Collaborates with internal stakeholders, customers, and cross‑functional teams to resolve issues and drive process improvements.
• Analyses performance metrics, manages escalations, and identifies opportunities to improve efficiency and service delivery.
• Supports workforce planning, resource allocation, and continuous improvement initiatives to meet business objectives.

Job description

Cardinal Health International Philippines Inc. is seeking a Customer Service Operations supervisor to lead a diverse call center team and drive performance improvements.

You will coordinate daily activities, implement policies, coach staff, and ensure quality standards. The role requires strong leadership, data analytics, and the ability to work in a fast-paced environment with shifting priorities. US EST hours are required.