Operations Supervisor – BPO/Telco | Onsite Makati | Night Shift

Gratitude Philippines; Manila; On-site; PHP 558,000 - 893,000; Full time

Job summary

Gratitude Philippines in Makati City is seeking an experienced Operations Supervisor with a strong BPO/Telco background to lead teams and ensure high-quality customer service delivery. This onsite night-shift role requires hands-on people leadership in a fast-paced environment.

The role focuses on coaching, performance management, and collaboration with Quality, Training, Workforce Management, and other support teams to drive improvements in service delivery.

Qualifications

• BPO and/or Telco experience required.
• At least 6 months in a Team Lead or Supervisor role.
• Proven experience managing frontline customer service, technical support, or telecom teams.
• Strong understanding of BPO operations, KPIs, SLAs, and performance management.
• Willing to work onsite in Makati City.
• Willingness to work graveyard/night shift.

Responsibilities

• Lead, coach, and motivate a team of customer service or technical support agents.
• Monitor team performance against KPIs, SLAs, quality, productivity, attendance, and customer experience targets.
• Conduct coaching sessions, performance reviews, and action plans.
• Identify operational issues and implement appropriate solutions.
• Support workforce productivity, employee engagement, and process improvement initiatives.
• Analyze performance reports and provide actionable insights to management.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Handle escalations and support the team in resolving complex customer concerns.
• Collaborate with Quality, Training, Workforce Management, and other support teams.

Job description

Operations Supervisor – BPO/Telco | Onsite Makati | Nightshift Shift

Location: Makati City, Philippines

Work Setup: Onsite

Shift: Graveyard/Night Shift

Employment Level: Supervisor / Team Leadership

About the Role

We are looking for an experienced Operations Supervisor with a strong BPO and/or Telecommunications (Telco) background to lead teams, drive operational performance, and maintain high-quality customer service delivery.

The ideal candidate is a hands-on people leader with proven experience managing frontline teams in a fast-paced BPO or Telco environment.

Key Responsibilities

• Lead, coach, and motivate a team of customer service or technical support agents.
  
• Monitor team performance against KPIs, SLAs, quality, productivity, attendance, and customer experience targets.
  
• Conduct coaching sessions, performance reviews, and action plans.
  
• Identify operational issues and implement appropriate solutions.
  
• Support workforce productivity, employee engagement, and process improvement initiatives.
  
• Analyze performance reports and provide actionable insights to management.
  
• Ensure compliance with company policies, client requirements, and operational procedures.
  
• Handle escalations and support the team in resolving complex customer concerns.
  
• Collaborate with Quality, Training, Workforce Management, and other support teams.
  

Non-Negotiable Requirements

• BPO and/or Telco experience is required.
  
• At least 6 months of experience in a Team Lead, Supervisor, or equivalent leadership role.
  
• Proven experience managing frontline customer service, technical support, or telecommunications teams.
  
• Strong understanding of BPO operations, KPIs, SLAs, and performance management.
  
• Willingness to work onsite in Makati City.
  
• Willingness to work a graveyard/night shift.
  

Preferred Qualifications

• Experience handling a high-volume customer service or technical support account.
  
• Experience with telecommunications accounts is highly preferred.
  
• Strong coaching, communication, problem-solving, and decision-making skills.
  
• Ability to manage performance, escalations, and team engagement in a fast-paced environment.
  

Important Eligibility Requirement

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

Pre-Screening Questions

1. How many years of BPO/Telco experience do you have?
   
2. How long have you worked in a Team Lead/Supervisor or other leadership role?
   
3. How many agents or team members have you directly managed?
   
4. What type of BPO/Telco account have you handled?
   
5. Are you willing to work onsite in Makati City?
   
6. Are you comfortable working a graveyard/night shift?
   
7. Are you a former Teleperformance employee?
   
8. What was your last drawn salary?
   
9. What is your expected salary?
   

Note: Candidates must meet the non-negotiable requirements above to be considered for the role. Any changes to the requirements will be communicated accordingly.