Customer Service Supervisor

TEMU; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

TEMU in Manila invites an experienced Customer Service Team Lead to supervise a growing team and uphold service quality in a fast-paced e-commerce environment. You will mentor staff, conduct reviews, coordinate with the Workforce Management team for scheduling and adherence, deliver training, and present performance insights while driving continuous improvement.

Bachelor's degree preferred; at least 3 years in related field; strong leadership, English communication, and analytical skills are

Qualifications

• Leadership and coaching skills with the ability to inspire high performance.
• Strong communication skills in English, verbal and written.
• Analytical mindset to interpret data and drive improvements.
• Solid problem-solving ability and calm under pressure.
• Strong computer and software skills.
• Bachelor's degree preferred.

Responsibilities

• Supervise, mentor, and coach a customer service team to ensure quality.
• Conduct performance reviews and develop coaching plans.
• Collaborate with WFM to manage schedules, adherence, and leave coordination.
• Facilitate team huddles, trainings, and knowledge sharing.
• Prepare and present team performance reports with trends and gaps.
• Identify process gaps and implement best practices for improvements.
• Foster a positive culture focused on accountability, empathy, and learning.

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem-solving

Team motivation

Accountability

Education

Bachelor's Degree

Tools

Verint

MS Office

Job description

Key Responsibilities

1.Supervise, mentor, and coach a team of customer service. Monitor daily operations to ensure service quality.

2.Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.

3.Partner with Workforce Management (WFM) Team to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.

4.Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.

5.Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.

6.Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.

7.Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Qualifications

1.Bachelor's Degree preferred.

2.Minimum 3 years of working experience in the related field is required for this position.

3.Strong leadership and coaching skills with the ability to inspire team performance and accountability.

4.Excellent communication skills in English (verbal and written).

5.Analytical mindset with the ability to interpret performance data and drive improvements.

6.Strong problem-solving skills and ability to remain calm under pressure.

7.Strong computer and software skills.