Operations Supervisor - Multi-Site Customer Experience Leader

Kinect Incorporated; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Kinect Incorporated in Manila, Philippines is seeking an Operations Supervisor to oversee two sites and drive service excellence across all customer contact channels. You will lead CS team leaders, coach staff, implement performance reviews, and foster a high-performance culture focused on accountability and collaboration.

You will monitor CSAT, FCR, AHT, and response times, resolve escalations, and coordinate with TQA and Learning & Development to improve standards.

Qualifications

• At least 2 years of experience in a leadership role within a customer service environment.
• Strong background in handling inbound and outbound calls, escalations, and complaints.
• Knowledgeable in customer service metrics and how to improve them.
• Proficiency in CRM tools, ticketing systems, and MS Office Suite.

Responsibilities

• Lead and support Customer Service Team Leaders, providing direction, coaching, and regular performance feedback.
• Oversee coaching plans, performance reviews, and employee engagement initiatives.
• Mentor new and existing leaders to strengthen their leadership and coaching skills.
• Foster a high-performance culture emphasizing accountability, collaboration, and service excellence.
• Encourage professional development and continuous learning for all team members.
• Monitor and improve customer experience KPIs (CSAT, FCR, AHT, response and resolution times) across channels.
• Resolve escalated issues and complex customer interactions across phone, email, chat, SMS, social media, and cases.
• Ensure a consistent, high-quality customer experience across all channels.
• Collaborate with the TQA team to evaluate and enhance service quality and standards.
• Periodically handle customer interactions to stay connected with frontline challenges and expectations.
• Identify training needs and work with TQA and Learning & Development to implement targeted training.
• Coordinate with Workforce Planning to manage rosters, staffing, and resource allocation.

Skills

Leadership

Coaching

Performance management

Customer service

Communication

People management

Tools

CRM tools

Ticketing systems

MS Office

Job description

Kinect Incorporated in Manila, Philippines is seeking an Operations Supervisor to oversee two sites and drive service excellence across all customer contact channels. You will lead CS team leaders, coach staff, implement performance reviews, and foster a high-performance culture focused on accountability and collaboration.

You will monitor CSAT, FCR, AHT, and response times, resolve escalations, and coordinate with TQA and Learning & Development to improve standards.