Customer Service Center Supervisor (GCS-CSO, Philippines: Cebu)

Teradyne; Lapu-Lapu; On-site; PHP 390,600 - 725,400; Full time

Job summary

Teradyne Philippines is seeking an Administrative Supervisor to lead our customer service operations and ensure service levels are met. You will oversee a team, plan and assign work, and ensure clear communication across departments to drive excellence.

The role requires a 4-year bachelor’s degree, 2+ years in customer service, and prior people management experience. Fluency in English and strong reporting and spreadsheet skills are essential.

Qualifications

• Bachelor's degree in any field (4-year program).
• At least 2 years of customer service experience.
• Strong aptitude for customer service.
• Fluent English with excellent written and spoken communication.
• Previous people management experience.
• Proficient in writing reports and business correspondence.
• Proficient with spreadsheets and word processing software.
• Ability to work independently and under pressure to meet deadlines.
• Teamwork and strong problem-solving skills.

Responsibilities

• Supervise team according to policies and applicable laws.
• Plan, assign, and direct work to team members.
• Conduct performance appraisals in line with company standards.
• Ensure information is communicated via regular team meetings.
• Approve leaves and holiday coverage.
• Ensure staff sufficiency to meet SLAs and volumes.
• Monitor performance, attendance, and address issues proactively.
• Review processes, procedures, and tools and recommend changes.
• Receive and deliver training on products, processes, and procedures.
• Participate in meetings and business reviews with management and regional counterparts.
• Monitor team skills and arrange additional training as needed.
• Oversee day-to-day operations with the CSC manager.

Skills

Customer service

Written and spoken English

Team leadership

Report writing

Spreadsheet skills

Attention to detail

Education

Bachelor's degree (4-year)

Tools

MS Excel

MS Word

Job description

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Opportunity Overview

Administrative

• Carries out supervisory duties in accordance with the organization’s policies and applicable laws.
• Looks into adherence to policies.
• Plans, assigns, and directs work to the team members.
• Conducts performance appraisals in accordance with company standards.
• Ensures that information and action items are properly communicated by conducting regular team meetings.
• Approves team members’ leaves and holiday coverage.

Operations

• Ensures that the team is sufficiently staffed in line with current work volumes to meet or exceed SLAs.
• Monitor employee performance, conduct, and attendance and address issues proactively.
• Review processes, procedures, and tools and recommend changes when necessary.
• Receive and deliver product, process, and procedure-specific training.
• Participate in regularly scheduled meetings and business reviews with management, other related departments, or regional counterparts as required.
• Monitor the skill set of agents and recommend additional training when needed.
• Supervise day-to-day operations and work closely with the CSC manager on operations-related concerns.

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

• Candidate should have completed a 4-year bachelor’s degree.
• At least 2 years of work experience in a customer service environment.
• Must demonstrate strong aptitude for customer service.
• Must be fluent in English, with excellent business communication skills (both written and verbal).
• Previous people management experience.
• Proficient with writing reports, business correspondence, and procedure manuals.
• Proficient with spreadsheets and word processing software.
• Ability to work on own initiative and under pressure to achieve deadlines.
• Ability to work well in a team environment. Strong problem-solving skills.

We are only considering candidates local to position location and are unable to provide relocation for this position. This position is not eligible for visa sponsorship.

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.