Night-Shift Operations Lead — BPO/Telco (Makati)

Gratitude Philippines; Manila; On-site; PHP 558,000 - 893,000; Full time

Job summary

Gratitude Philippines in Makati City is seeking an experienced Operations Supervisor with a strong BPO/Telco background to lead teams and ensure high-quality customer service delivery. This onsite night-shift role requires hands-on people leadership in a fast-paced environment.

The role focuses on coaching, performance management, and collaboration with Quality, Training, Workforce Management, and other support teams to drive improvements in service delivery.

Qualifications

• BPO and/or Telco experience required.
• At least 6 months in a Team Lead or Supervisor role.
• Proven experience managing frontline customer service, technical support, or telecom teams.
• Strong understanding of BPO operations, KPIs, SLAs, and performance management.
• Willing to work onsite in Makati City.
• Willingness to work graveyard/night shift.

Responsibilities

• Lead, coach, and motivate a team of customer service or technical support agents.
• Monitor team performance against KPIs, SLAs, quality, productivity, attendance, and customer experience targets.
• Conduct coaching sessions, performance reviews, and action plans.
• Identify operational issues and implement appropriate solutions.
• Support workforce productivity, employee engagement, and process improvement initiatives.
• Analyze performance reports and provide actionable insights to management.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Handle escalations and support the team in resolving complex customer concerns.
• Collaborate with Quality, Training, Workforce Management, and other support teams.

Job description

Gratitude Philippines in Makati City is seeking an experienced Operations Supervisor with a strong BPO/Telco background to lead teams and ensure high-quality customer service delivery. This onsite night-shift role requires hands-on people leadership in a fast-paced environment.

The role focuses on coaching, performance management, and collaboration with Quality, Training, Workforce Management, and other support teams to drive improvements in service delivery.