Night-Shift Operations Supervisor (Retail Banking)

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

Job summary

Gratitude Philippines is seeking an Operations Supervisor for a Retail Banking program. The role involves leading a team, driving key metrics, and delivering high-quality customer service across general customer service operations.

This onsite night-shift position requires managing performance, improving daily processes, and ensuring efficient handling of customer inquiries in a high-volume environment. Candidates with BPO supervision experience are preferred and encouraged to apply.

Qualifications

• At least 1 year of BPO experience as a Supervisor or SME.
• BFSI experience preferred; Retail Banking is an advantage but not mandatory.
• Candidates from other LOBs are welcome.
• Must have experience managing team performance and driving AHT and CSAT.
• Amenable to working onsite on a night shift.
• Available to start ASAP.

Responsibilities

• Manage and oversee the implementation of short-term activities within the team.
• Execute specialized projects and activities, typically working according to set principles.
• Supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.
• Significantly improve day-to-day activities / processes within the team.
• Make operational decisions within a defined scope.
• Deliver professional responsibilities with a focus on professional excellence.
• Manage team performance and drive AHT and CSAT.

Skills

Team management

Communication skills

Customer service

Problem solving

Job description

Gratitude Philippines is seeking an Operations Supervisor for a Retail Banking program. The role involves leading a team, driving key metrics, and delivering high-quality customer service across general customer service operations.

This onsite night-shift position requires managing performance, improving daily processes, and ensuring efficient handling of customer inquiries in a high-volume environment. Candidates with BPO supervision experience are preferred and encouraged to apply.