Customer Interaction Supervisor

2GO Group; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Competitive compensation

Performance bonuses

Incentives

Travel perks

Health and wellness program (Day 1)

Paid time off

Job summary

2GO Group in the Philippines seeks an experienced CIC Operations Manager to supervise day-to-day interactions across call, email, chat, and social media, ensuring SLA adherence and quality standards.

You will lead a team, coordinate with cross-functional groups, drive process improvements, and report on CIC metrics to support customer excellence.

Qualifications

• Bachelor’s degree in a related field is preferred.
• Minimum 2–4 years in customer service, contact center operations, or logistics.
• At least 1–2 years in supervising or team lead roles, preferably in logistics or BPO.

Responsibilities

• 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 SOPs, quality standards, and turnaround times.
• Coordinate with cross-functional teams to resolve customer issues.
• Lead, mentor, and coach CIC associates to achieve KPIs.
• Conduct performance reviews and identify training needs.
• Support onboarding and development of team members.
• Foster a positive, customer-focused culture.
• Document escalations and recommend corrective actions.
• Review interaction quality through audits and feedback loops.
• Prepare daily, weekly, and monthly performance reports.

Skills

Leadership

People management

Communication

Problem solving

Customer focus

Decision making

Education

Bachelor’s degree in Business Administration

Tools

CRM systems

MS Office

Contact center software

Job description

Job Description:

Here’s the difference you’ll make

What you’ll do (your mission)

• 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.

You’ll thrive in this role if you

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 Competencies
• Strong leadership and people management capabilities.
• Technical Competencies
• 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 of logistics processes (express, freight, sea, and cargo) is an advantage.
• Licensure / Certification Required
• N/A

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

What’s in it for you at 2GO

Own enterprise impact. You are trusted to influence decisions and enable the business to perform at its best.

Grow in a valued community. You work in a culture that listens, collaborates, and invests in your long-term success.

Excel through expertise . You are empowered and recognized for delivering high standards and smart solutions.

Be recognized and feel valued—at work and beyond. Receive and enjoy competitive compensation, performance bonuses, incentives, travel perks , Day 1 access to health and wellness programs and paid time off designed to support your well-being.