Operations Supervisors

Gratitude Philippines; Manila; On-site; PHP 406,224 - 486,576; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor in Manila to lead a customer service team onsite at MOA. This role requires shifting schedules and hands-on coaching to maintain service quality.

The successful candidate will monitor performance metrics, implement QA processes, and collaborate with department heads to optimize workflows. Strong communication and people management skills are essential.

Qualifications

• 1-2 years of experience in a BPO contact center operations supervisory role.
• Strong people management and leadership abilities.
• Excellent verbal and written communication at all levels.
• Detail-oriented with problem-solving mindset and continuous improvement.
• Proficient with contact center software and reporting tools.
• Familiarity with QA and compliance in a contact center environment.
• Willing to work on shifting schedule.

Responsibilities

• Lead and coach a team of customer service representatives.
• Monitor team performance and drive improvements.
• Implement quality assurance processes and provide feedback.
• Collaborate with department heads to optimize workflows.
• Maintain high staff engagement and retention.
• Address operational issues and escalate as needed.
• Ensure compliance with client requirements and contracts.

Skills

People management

Communication skills

Problem solving

Contact center software

Performance metrics

QA & compliance

Shift work

Tools

CRM software

Reporting tools

Job description

Job title :Operations Supervisors

Account : Travel and Hospitality

Work Setup: Onsite in MOA

Shift: Shifting schedule.

Salary Package: Max 40k

HC : 15

Can start immediately (August 24 - start date)

Recruitment Process: TA interview, Ops Interview, and Client Interview

TP Former employees will not be considered for rehire, whether directly or through a third party.

Job Details:

What you’ll be doing:

• 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 any operational issues, escalating to senior management as needed
• Ensure full compliance with client requirements, contractual obligations and internal policies

Requirements :

• Minimum 1-2 years' experience in a contact center operations supervisory role(BPO)
• Strong people management skills with the ability to lead, motivate and develop a team
• Excellent verbal and written communication skills, with the ability to liaise effectively at all levels
• Problem-solving mindset with a keen eye for detail and a focus on continuous improvement
• Proficient in using contact center software and reporting toolsUnderstanding of contact center metrics and the ability to drive performance improvements
• Familiarity with compliance and quality assurance processes in a contact center environment
• Willing to work on a shifting schedule.

Educational Attainment:

Total BPO Experience:

Years of Experience as a Supervisor in a BPO:

Current/Last Drawn Salary:

Expected Salary: