Clark | Operations Supervisor - Search Engine Advertising

Majorel; Angeles; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in customer experience solutions is seeking a Customer Service Manager to oversee operations across multiple channels. The successful candidate will supervise a team of agents, ensure high-quality customer service, and implement effective procedures. Candidates should possess management experience, exceptional communication skills, and a proven ability to motivate teams to achieve performance metrics.

Qualifications

• Management experience in sales or online retail preferred.
• Assertive, well-organized self-starter with sales experience.
• Exceptional written and verbal communication skills.

Responsibilities

• Supervise and oversee a team of agents.
• Ensure high-quality service delivery across all platforms.
• Monitor agent attendance, performance, and productivity.

Skills

Problem-solving

Customer service orientation

Communication

Coaching

Team motivation

Education

College/Associate’s/Bachelor’s Degree in related field

Job description

We design, build, and deliver end-to-end CX solutions for many of the world’s most respected digital-born and industry-leading brands. Our global footprint spans 31 countries across five continents, with over 60,000 employees and support in 60 languages, enabling us to provide flexible solutions that leverage our expertise in cultural nuances—essential for achieving excellence in CX. We possess deep domain expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting, and a suite of Proprietary Digital Solutions tailored for industry verticals. As a global leader in Content Services, Trust & Safety, the Majorel difference lies in our entrepreneurial culture. We are relentless, resourceful, resilient, and agile—working as One Team to deliver reliability and drive digital transformation in a rapidly changing world.

Position Summary

This role involves managing customer service operations across multiple channels and languages, handling various transaction types such as inbound and outbound calls, chat, email, and social media, or back-office tasks for end customers (B2C and/or B2B). Responsibilities include supporting frontline agents through consult calls and escalations.

Overall Responsibilities

• Supervise and oversee a team of agents.
• Assist in developing and optimizing procedures.
• Coach, motivate, reward, and discipline team members as needed.
• Ensure high-quality service delivery to internal and external customers across all platforms.
• Support agents during customer interactions requiring special handling.
• Maintain open communication channels between agents, supervisors, and management.
• Ensure adherence to policies, procedures, and company programs.
• Monitor and report on agent attendance, performance, and productivity.
• Prepare accurate reports and ensure data integrity.
• Keep agents informed of operational updates.
• Conduct team briefings and meetings.
• Ensure service level standards are consistently met.
• Monitor system performance and address technical issues promptly.
• Observe agent performance and provide constructive feedback.
• Assist in developing and tracking employee incentive programs.
• Ensure departmental duties are completed in the absence of team members.
• Perform other duties as assigned.

Job Requirements

Knowledge, Skills, and Abilities:

• Assertive, well-organized self-starter with sales experience.
• Management experience in sales or online retail preferred.
• Proactive with strong problem-solving skills and customer needs anticipation.
• Exceptional written and verbal communication skills.
• Ability to coach and modify delivery based on user ability.
• Strong customer service orientation with solutions-focused mindset.
• High standards for quality and professionalism.
• Ability to recognize trends and escalate issues appropriately.
• Problem-solving and troubleshooting skills.
• Responsibility to follow up with customers to ensure satisfaction.
• Proven success in motivating teams and exceeding performance metrics.
• Effective communicator across various channels.
• Ability to analyze information and develop effective solutions.
• Resilient under stress.
• Professional and positive demeanor.
• College/Associate’s/Bachelor’s Degree in a related field preferred.

Majorel Philippines Corp. is an Equal Opportunity Employer committed to non-discrimination in all employment practices, ensuring equal employment opportunities regardless of race, color, creed, religion, sex, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship, veteran status, age, disability, or genetic information.