Operations Supervisor

InteLogix; Manila; On-site; PHP 781,000 - 1,116,000; Full time

Benefits offered by this job

Paid Training

HMO and Group Life Insurance

Paid Time Off

Referral Program

Career Advancement

Job summary

InteLogix is seeking a hands-on leader to supervise a Fraud Prevention team in Pasig City. The role emphasizes coaching, quality reviews, and strict adherence to policy and security standards while driving performance improvements.

You will manage daily operations, handle escalations, monitor KPIs, and coordinate with Workforce Management to ensure targets are met. On-site work with graveyard EST/CST alignment is required.

Qualifications

• Experience leading a team of agents in a customer service or fraud operations environment.
• Strong understanding of fraud prevention processes and policy compliance.
• Proven ability to monitor performance metrics and drive improvements.

Responsibilities

• Directly supervise a team of Fraud Prevention agents, providing day-to-day floor leadership and support.
• Conduct regular 1:1 coaching, side-by-side observations, and documented performance reviews.
• Drive engagement and morale through huddles, recognition, and pulse-survey follow-through.
• Handle escalations and support agents on complex or sensitive fraud cases.
• Monitor calls and case reviews to ensure fraud determinations are accurate, timely, and consistent with policy.
• Ensure the team adheres to fraud review protocols and data security requirements.
• Conduct quality audits and provide actionable, specific feedback to close gaps.
• Escalate policy gaps, emerging fraud patterns, or systemic issues to the Unit Manager.
• Own team performance against KPIs: AHT, QA, attendance, and fraud case throughput.
• Actively manage attendance and adherence in line with program absenteeism targets.
• Identify performance gaps early and implement individual improvement plans.
• Prepare and present daily/weekly/monthly team performance reports to the Unit Manager.
• Track and report on team KPI trends, flagging risks before they impact program targets.
• Partner with Workforce Management and quality teams on scheduling, staffing, and calibration.
• Recommend and help implement process improvements to reduce fraud losses and improve handle time.

Job description

Who we are:

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What's the Role About?

If you like to solve problems and interact with people around the Globe, this is the career for you!

In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.

• Are you energetic, enthusiastic with an engaging personality?

• Are you driven to deliver effective results while providing excellent customer service?

• Do you have extraordinary communication skills?

What's it in for YOU?

• Paid Training

• HMO and Group Life Insurance

• Paid Time Off

• Referral Program

• Career Advancement

1. Team Leadership & Coaching

• Directly supervise a team of Fraud Prevention agents, providing day-to-day floor leadership and support.
• Conduct regular 1:1 coaching, side-by-side observations, and documented performance reviews.
• Drive engagement and morale through huddles, recognition, and pulse-survey follow-through.
• Handle escalations and support agents on complex or sensitive fraud cases.

2. Fraud Decision Quality & Compliance

• Monitor calls and case reviews to ensure fraud determinations are accurate, timely, and consistent with policy.
• Ensure the team adheres to Verizon fraud review protocols, CCMP compliance standards, and data security requirements (CPNI, PCI DSS).
• Conduct quality audits and provide actionable, specific feedback to close gaps.
• Escalate policy gaps, emerging fraud patterns, or systemic issues to the Unit Manager.

3. Production, Attendance & Performance Management

• Own team performance against KPIs: AHT, QA, attendance, and fraud case throughput.
• Actively manage attendance and adherence in line with program absenteeism targets.
• Identify performance gaps early and implement individual improvement plans.
• Prepare and present daily/weekly/monthly team performance reports to the Unit Manager.

4. Reporting & Continuous Improvement

• Track and report on team KPI trends, flagging risks before they impact program targets.
• Partner with Workforce Management and quality teams on scheduling, staffing, and calibration.
• Recommend and help implement process improvements to reduce fraud losses and improve handle time.

* Candidates should be amenable to work on-site (Estancia Mall, Pasig City) and graveyard schedule following EST/CST timezone.