Operations Supervisor – Retail Banking (Urgent Ramp | 15 Slots)

Biitech Solutions; Cebu City; On-site; PHP 457,000 - 547,000; Full time

Benefits offered by this job

Onsite work in Cebu City

15 leadership openings

Job summary

Biitech Solutions in Cebu City is urgently hiring 15 Operations Supervisors for our Retail Banking account. You will lead a team of customer service specialists and drive daily KPIs.

This is a non-sales, pure customer service leadership role requiring at least 1 year of BPO team leadership experience, with a focus on AHT, CSAT, and escalation management.

The position is 100% onsite, night shift, start ASAP or December 2026, with a PHP 45,000 monthly package.

Qualifications

• Leadership experience with at least 1 year in BPO as Team Leader/SME.
• BFSI or Retail Banking background preferred.
• Proven KPI management experience (AHT, CSAT).
• Strong English communication skills (verbal and written).
• Background check with no delinquent financial obligations.

Responsibilities

• Lead and mentor customer support agents handling post-sale inquiries and complex issues.
• Monitor and drive KPI metrics (AHT, CSAT) to meet SLAs.
• Identify operational gaps and streamline daily team workflows.

Skills

Leadership

KPI Tracking

Coaching

Customer Service

English Communication

Job description

Job Title:

Job Title: Operations Supervisor – Retail Banking (Urgent Ramp | 15 Slots)
Location: Cebu City (Onsite)
Salary: PHP 45,000 Monthly Package
Job Type: Full-Time | Night Shift
Headcount: 15 Openings (Start ASAP / December 2026)

Job Overview

We are urgently hiring 15 Operations Supervisors for our Retail Banking account in Cebu City! In this role, you will lead a team of customer service specialists, drive daily operational KPIs (AHT and CSAT), and ensure top-tier customer support across voice and digital channels. Note that this is a non-sales, pure customer service leadership role. If you are an experienced BPO Team Leader or SME ready for immediate onboarding.

Key Responsibilities

• Team Leadership & Coaching: Supervise, mentor, and manage the day-to-day performance of customer support agents handling post-sale customer inquiries and complex issue resolution.
• KPI & Performance Management: Monitor and drive key service metrics, specifically Average Handle Time (AHT) and Customer Satisfaction (CSAT), to meet client SLAs.
• Process Improvement: Identify operational gaps, streamline daily team workflows, and execute short-term operational projects independently.
• Escalation & Issue Resolution: Act as a subject matter expert to help team members resolve high-complexity customer concerns accurately and efficiently.

Qualifications & Requirements

• Leadership Experience: Must have at least 1 year of BPO experience as a Team Leader / Operations Supervisor or Subject Matter Expert (SME).
• Industry Background: BFSI or Retail Banking experience is preferred, though leaders from other accounts (Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, or Tech) are welcome to apply.
• KPI Track Record: Proven experience managing team metrics, coaching agents, and driving AHT and CSAT.
• Communication: Strong verbal and written English communication skills.
• Background Check: Must have no outstanding or delinquent financial obligations (such as overdue loans or credit card payments), as required by our banking client.
• Work Setup & Start Date: Must be willing to work 100% onsite in Cebu on a Night Shift schedule and available to start ASAP (as early as December 2026).
• Eligibility Notice: Please note that former employees of Teleperformance—including PSG, Majorel, and Aegis—are not eligible for rehire (directly or through a third party).

Why Join Us?

• Competitive PHP 45,000 monthly package
• Non-sales, pure customer service retail banking program
• Fast-track hiring process with 15 leadership openings starting ASAP