OPERATION SUPERVISOR

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

Job summary

Gratitude Philippines is seeking an Operations Supervisor for its Retail Banking program. The role centers on supervising remote and distribution center customer service teams to ensure consistent support across calls, chats, and walk‑in service.

Ideal candidates have at least 1 year of BPO supervisory or SME experience, BFSI background preferred, and the ability to work onsite in Cebu on a night shift. Start date is ASAP, as early as December 2026.

Qualifications

• 1 year of BPO experience as a Supervisor or SME.
• BFSI experience preferred; Retail Banking an advantage.
• Candidates from other LOBs welcome.
• Experience managing team performance and driving AHT and CSAT.
• Good verbal and written communication skills.
• Must have no outstanding or delinquent financial obligations.
• Must be amenable to onsite Cebu night shift.
• Available to start ASAP, as early as December 2026.

Responsibilities

• Supervise customer service delivery across remote and distribution center settings.
• Ensure timely, accurate handling of high-volume inquiries and support.
• Coordinate with production and distribution teams to address order-related issues.

Skills

Team supervision

AHT reduction

CSAT optimization

Job description

JOB OPENING: OPERATIONS SUPERVISOR

Program: Retail Banking

Start Date: ASAP (As early as December 2026)

IMPORTANT NOTE:

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

PSG, Majorel, and Aegis are also not eligible because they fall under Teleperformance.

JOB DESCRIPTION

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers, including:

Remote Customer Service: Providing customer service and support via phone, online chat, or text, including:

• Call center-based customer support in response to a high volume of low-complexity inquiries.
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher-complexity inquiries.

Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility, including:

• Acting as liaison between customers, production, and distribution departments related to specific customer orders.
• Providing technical and non-technical customer support in a walk-in service center.

Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.

Executes specialized projects and activities and typically works according to set principles.

Usually generates and initiates own workload and doesn't need instructions or guidelines.

Might supervise work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.

Positions at this level are expected to significantly improve day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team.

Decisions are of an operational nature within a defined scope.

Positions on this level deliver their share of professional responsibilities, focusing on professional excellence.

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.

PRE-SCREENING NOTES - OPERATIONS SUPERVISOR (RETAIL BANKING)

1. 1. **Educational Attainment:**
2. 2. **Total BPO Years of Experience:**
3. 3. **Years of Experience as Supervisor / SME:**
4. 4. **LOB / Account Handled:** (Retail Banking, BFSI, Credit Cards, Loans, Collections, Healthcare, Telco, etc.)
5. 5. **KPI Experience:** Have you handled or monitored AHT and CSAT?
6. 6. **Outstanding Financial Obligations:** Do you have any existing loans or credit cards? Are any of your payments currently delinquent or overdue?
7. 7. **Current / Last Drawn Salary:**
8. 8. **Expected Salary:**
9. 9. **Willing to Work Onsite in Cebu / Night Shift:** Yes / No
10. 10. **Availability / Earliest Start Date:**
11. 11. **Amenable to ₱45K Package:** Yes / No