Operations Supervisor

Crescendo Staffing and Business Consulting Inc.; Manila; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Equity Incentive Plan

Commission

Performance Bonus

13th Month Pay

Employee Loan

Pag-Ibig Fund

Paid Holidays

Job Training

Job summary

Crescendo Staffing and Business Consulting Inc. is seeking an Operations Supervisor in Manila to oversee day-to-day contact center operations. This role necessitates strong experience in insurance operations along with capabilities in team leadership and performance management.

The ideal candidate will have a solid background in billing accuracy, account management, and policy servicing. The position requires 1-2 years of insurance experience, a minimum of 2-3 years in contact centers, and at least 1 year in a leadership position.

Qualifications

• 1-2 years of pure insurance experience, preferably in account management.
• Minimum of 2-3 years of contact center experience.
• At least 1 year in a leadership or supervisory role.
• Experience with quality assurance tools and customer relationship management platforms.

Responsibilities

• Supervise daily operations of assigned contact center teams.
• Ensure compliance with insurance billing, account management, and policy servicing standards.
• Monitor team performance metrics and quality results.
• Conduct coaching, performance reviews, and documentation.
• Handle escalations and ensure timely resolution of issues.

Skills

Insurance billing processes

ECC account management

Analytical skills

Communication skills

Documentation skills

MS Office applications

QA tools

CRM platforms

Contact center systems

Detail-oriented

Education

Bachelor's degree

Job description

Crescendo Staffing and Business Consulting Inc.

On-site - Manila 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Equity Incentive Plan, Commission, Performance Bonus

Government Mandated Benefits

13th Month Pay, Employee Loan, Pag-Ibig Fund, Paid Holidays

Professional Development

Job Training

Job Summary

The Operations Supervisor is responsible for overseeing day-to-day contact center operations, ensuring service quality, compliance, and operational efficiency. The role requires strong experience in insurance operations, team leadership, and performance management, with a focus on billing accuracy, account management, and policy servicing.

Qualifications

• 1–2 years of pure insurance experience, preferably in:
• Account management
• Minimum of 2–3 years of contact center experience
• At least 1 year in a leadership or supervisory role
• Strong knowledge of:
• Insurance billing processes
• ECC account management
• Excellent analytical, communication, and documentation skills
• Proficient in MS Office applications
• Experience using QA tools, CRM platforms, and contact center systems
• Highly detail-oriented with the ability to identify trends and recommend solutions

Key Responsibilities

• Supervise daily operations of assigned contact center teams
• Ensure compliance with insurance billing, account management, and policy servicing standards
• Monitor team performance metrics and quality results
• Identify trends, gaps, and improvement opportunities
• Conduct coaching, performance reviews, and documentation
• Collaborate with QA, training, and management teams to drive continuous improvement
• Handle escalations and ensure timely resolution of issues
• Maintain accurate operational reports and records
• Strong leadership and people management skills
• Analytical and data-driven decision-making
• Effective communication and documentation
• Attention to detail and quality-focused mindset
• Ability to manage multiple priorities in a fast-paced environment