Night-Shift Operations Supervisor - Cebu BPO

Gratitude Philippines; Philippines; On-site; PHP 457,000 - 547,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor for its Cebu site to lead a BPO team in a night-shift role focused on retail banking and BFSI-related customer service. The incumbent will oversee performance, drive AHT and CSAT improvements, and coordinate with various lines of business.

Candidates must have at least 1 year of BPO supervisor/SME experience, strong communication skills, and be available to start ASAP, with onsite work in Cebu as the night shift.

Qualifications

• Must have at least 1 year of BPO experience as a Supervisor or SME.
• BFSI experience is preferred; Retail Banking is an advantage but not mandatory.
• Candidates from other LOBs (e.g., Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, and Technology) are welcome.
• Must have experience managing team performance and driving AHT and CSAT.
• Good verbal and written communication skills.
• Must have no outstanding or delinquent financial obligations (e.g., loans or credit card payments).
• Must be amenable to working onsite in Cebu on a night shift.
• Available to start ASAP, as early as December 2026.

Responsibilities

• Supervise and develop the BPO team on the Cebu site.
• Drive AHT reduction and CSAT improvement initiatives.
• Coordinate with Retail Banking, BFSI, and other LOBs as needed.
• Ensure adherence to process guidelines for night shift operations.

Skills

BPO supervision

Team management

AHT optimization

CSAT improvement

Communication skills

Retail Banking

BFSI experience

Job description

Gratitude Philippines is seeking an Operations Supervisor for its Cebu site to lead a BPO team in a night-shift role focused on retail banking and BFSI-related customer service. The incumbent will oversee performance, drive AHT and CSAT improvements, and coordinate with various lines of business.

Candidates must have at least 1 year of BPO supervisor/SME experience, strong communication skills, and be available to start ASAP, with onsite work in Cebu as the night shift.