Operations Supervirsor

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

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, product returns/repair center, or field walk-in customer service facility including:

• Acting as liaison between customers, production and distribution departments related to


• Providing technical and non-technical customer support in a walk-in service center

specific customer orders

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 the 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 delivers 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