Operations Supervisor - GDS & CX Excellence (Shift)

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

Job summary

Gratitude Philippines in Manila is hiring an Operations Supervisor to lead a customer service team at McKinley West, Taguig. This onsite role requires shifting schedules and focuses on coaching, QA, and improving performance metrics to meet client obligations.

The ideal candidate has 1–2 years in CC/BPO supervision, 3+ years with GDS, and strong people leadership, communication, and problem-solving skills. Proficiency with CC software and QA processes is essential for success.

Qualifications

• 1–2 years' experience in a contact center/BPO operations supervisory role.
• GDS (Global Distribution System) experience of at least 3 years.
• Strong people management and leadership abilities.
• Excellent verbal and written communication skills.
• Detail-oriented with a drive for continuous improvement.
• Proficient in using contact center software and reporting tools.
• Familiar with compliance and quality assurance in CC environments.
• Willing to work on a shifting schedule.

Responsibilities

• Manage a team of customer service representatives, providing coaching, training and performance feedback.
• Monitor and analyze team and individual performance metrics to identify areas for improvement.
• Implement effective quality assurance processes and provide feedback to drive operational excellence.
• Collaborate with department heads to optimize workflows and implement new policies or procedures.
• Foster a positive, motivating team environment to support high staff engagement and retention.
• Identify and address operational issues, escalating to senior management as needed.
• Ensure full compliance with client requirements, contractual obligations and internal policies.

Skills

People management

Communication skills

Problem solving

Continuous improvement

Coaching and training

GDS experience

Tools

Contact center software

Reporting tools

Job description

Gratitude Philippines in Manila is hiring an Operations Supervisor to lead a customer service team at McKinley West, Taguig. This onsite role requires shifting schedules and focuses on coaching, QA, and improving performance metrics to meet client obligations.

The ideal candidate has 1–2 years in CC/BPO supervision, 3+ years with GDS, and strong people leadership, communication, and problem-solving skills. Proficiency with CC software and QA processes is essential for success.