Customer Interaction Supervisor

2GO Group; Pasay; On-site; PHP 334,800 - 446,400; Full time

Job summary

A logistics and customer service company in Metro Manila, Philippines, is seeking a Customer Interaction Center Supervisor to oversee daily operations. The role includes supervising customer interactions across various channels, leading and coaching a team, managing escalations, and ensuring quality assurance. The ideal candidate will have 2–4 years of experience in customer service or logistics, along with strong leadership and communication skills. A Bachelor's degree in a relevant field is required, and knowledge of logistics processes is an advantage.

Qualifications

• Minimum 2–4 years of experience in customer service, contact center operations, or logistics.
• At least 1–2 years of supervisory or team lead experience, preferably in the logistics, transportation, or BPO industry.

Responsibilities

• Supervise day-to-day CIC activities including call, email, chat, and social media interactions.
• Lead, mentor, and coach CIC associates to achieve individual and team KPIs.
• Serve as the primary point of contact for complex or sensitive customer concerns.
• Review interaction quality and propose improvements.
• Ensure compliance with company policies and prepare performance reports.

Skills

Leadership

Excellent communication skills

Problem-solving abilities

Customer-focused mindset

Education

Bachelor’s degree in Business Administration, Communications, Marketing, or related field

Tools

CRM systems

MS Office

Job description

Overview

Here’s the difference you’ll make. As a Customer Interaction Center Supervisor you will be responsible for overseeing daily CIC operations to ensure timely, accurate, and high-quality customer service across all communication channels. You will provide leadership, coaching, and performance management to a team of Customer Interaction Associates while ensuring service level targets, customer satisfaction goals, and operational standards are consistently met. The supervisor also supports process improvements, escalations management, and alignment with 2GO’s commitment to delivering excellent customer experience.

Responsibilities

• Operations Management: Supervise day-to-day CIC activities including call, email, chat, and social media interactions. Monitor real-time queues, adjust staffing, and task distribution to meet service levels. Ensure adherence to standard operating procedures, quality standards, and turnaround times. Coordinate with cross-functional teams such as Operations, Sales, Freight, Express, and Customer Experience to resolve customer issues.
• Team Leadership & Performance: Lead, mentor, and coach CIC associates to achieve individual and team KPIs. Conduct performance reviews, provide feedback, and identify training needs. Support onboarding and continuous development of new and existing team members. Foster a positive, collaborative, and customer-focused culture.
• Customer Escalation Management: Serve as the primary point of contact for complex or sensitive customer concerns. Investigate issues thoroughly and provide timely, accurate resolutions. Document escalations and recommend corrective or preventive actions.
• Quality Assurance & Process Improvement: Review interaction quality through audits, calibration sessions, and feedback loops. Identify service gaps and propose improvements to enhance customer experience. Contribute to the design and implementation of process updates, workflows, and system enhancements. Support reporting and analysis of CIC metrics to guide decisions.
• Compliance & Reporting: Ensure compliance with company policies, data privacy guidelines, and customer handling protocols. Prepare daily, weekly, and monthly performance reports. Maintain accurate records of team productivity, escalations, and service outcomes.

Qualifications

Educational Background

• Bachelor’s degree in Business Administration, Communications, Marketing, or related field.

Professional Experience

• Minimum 2–4 years of experience in customer service, contact center operations, or logistics.
• At least 1–2 years of supervisory or team lead experience, preferably in the logistics, transportation, or BPO industry.

Competencies, Skills, Knowledge And Abilities

• Leadership: Strong leadership and people management capabilities.
• Technical: Excellent communication skills (verbal and written); Proficient in contact center tools, CRM systems, and MS Office; Strong problem-solving and decision-making abilities; Customer-focused mindset with the ability to handle pressure and complex situations.
• Knowledge: Knowledge of logistics processes (express, freight, sea, and cargo) is an advantage.

Key Performance Indicators (KPIs)

• Service Level Achievement (SLA)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality Assurance scores
• Team attendance, productivity, and compliance
• Escalation resolution time and accuracy