Retail Services Operations Supervisor

Millennial Zeal Technology Corporation; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Millennial Zeal Technology Corporation seeks a Retail Services Operations Supervisor to oversee day-to-day operations across assigned retail service locations, ensuring top-notch service delivery and KPI achievement.

The role includes supervising frontline teams, coordinating with Aftersales, Retail, Technical, Parts, and Customer Service, and driving continuous improvement to enhance the customer experience and service efficiency across locations.

Qualifications

• Bachelor’s degree required in Business Administration, Operations Management, Retail Management, Engineering, Electronics, or related field.
• 3–5 years in retail operations or service operations or related field.
• 1–2 years of supervisory or team leadership experience.
• Experience managing frontline teams, service centers, retail stores, or customer-facing operations.
• Strong understanding of service operations, customer experience, and operational KPIs.
• Proficiency in Excel & PowerPoint and reporting.

Responsibilities

• Oversee day-to-day operations of assigned retail service locations.
• Ensure service processes and procedures are followed.
• Monitor service capacity, manpower, workload and daily activities.
• Ensure service areas are organized, maintained and ready for customers.
• Monitor policy and SOP compliance and service standards.
• Address operational issues and escalate as needed.
• Lead coaching for service advisors, customer service staff, technicians, and others.
• Coordinate with Technical, Aftersales, Parts, and Customer Service teams.
• Monitor KPIs including TAT, CSAT, First-Time Fix Rate, backlog, and service quality.
• Prepare regular performance reports and actionable insights.
• Drive process improvements and ensure consistency across locations.
• Support new product launches and retail campaigns.

Skills

Leadership

Communication

Problem solving

Analytical skills

Reporting

MS Excel

MS PowerPoint

Organization

Travel willingness

Weekend work

Education

Bachelor’s degree in Business Administration, Operations Management, Retail Management, Engineering, Electronics, or a related field

Tools

Microsoft Office

Excel

PowerPoint

Job description

Retail Services Operations Supervisor

Job Summary

The Retail Services Operations Supervisor is responsible for overseeing the day-to-day operations and service performance of assigned retail service locations. The role ensures efficient service delivery, excellent customer experience, proper execution of service processes, and achievement of operational KPIs.

The position will supervise frontline service teams, monitor service quality and productivity, coordinate with Aftersales, Retail, Technical, Parts, and Customer Service teams, and drive continuous improvement across retail service operations.

Key Responsibilities

Retail Service Operations

• Supervise the daily operations of assigned retail service locations.
• Ensure smooth and efficient execution of service processes and operational procedures.
• Monitor service capacity, manpower, workload, and daily service activities.
• Ensure service areas are properly organized, maintained, and ready for customers.
• Monitor compliance with company policies, SOPs, and service standards.
• Address operational issues and elevate critical concerns to management.

Customer Service & Experience

• Ensure customers receive professional, timely, and consistent service.
• Monitor customer concerns, complaints, and escalations and ensure proper resolution.
• Coordinate with Customer Service and Technical teams to resolve complex cases.
• Monitor customer feedback and identify opportunities to improve service experience.
• Ensure customers are properly informed regarding service status, repair timelines, and applicable service procedures.

Service Performance & KPIs

Monitor and analyze key service and operational KPIs, including:

• Turnaround Time (TAT)
• Customer Satisfaction (CSAT)
• Service Productivity
• First-Time Fix Rate
• Repeat Repair Rate
• Service Volume
• Pending/Backlog Cases
• Service Quality

Prepare regular performance reports and provide insights and recommendations.

Identify performance gaps and implement appropriate corrective actions.

Monitor achievement of service targets and operational objectives.

Team Supervision & Development

• Supervise, coach, and motivate service advisors, customer service staff, technicians, and other assigned personnel.
• Monitor team attendance, productivity, performance, and compliance.
• Provide regular coaching and feedback to improve service delivery.
• Identify training and development needs of team members.
• Promote teamwork, accountability, professionalism, and customer-focused service.
• Assist in manpower planning and deployment based on service volume and business requirements.

Technical & Aftersales Coordination

• Coordinate with Technical teams regarding repair, troubleshooting, and service concerns.
• Work closely with Aftersales teams on warranty, repair, parts, and customer escalations.
• Monitor the progress of repair cases and ensure timely completion.
• Coordinate with Parts and Inventory teams to address spare parts availability and service requirements.
• Escalate recurring technical or operational issues and support root-cause analysis.

Process Improvement

• Review existing service processes and identify opportunities for improvement.
• Implement initiatives to improve service efficiency, productivity, quality, and customer satisfaction.
• Monitor recurring operational issues and recommend corrective and preventive actions.
• Support the implementation of new service processes, systems, and company initiatives.
• Ensure consistent service standards across assigned locations.

Reporting & Documentation

• Prepare daily, weekly, and monthly operational and service performance reports.
• Maintain accurate records of service transactions, customer concerns, repair cases, and operational issues.
• Track action plans and follow up on outstanding concerns.
• Provide regular updates and recommendations to management.
• Ensure proper documentation and compliance with service procedures.

Retail & Business Support

• Support new product launches, service campaigns, promotions, and retail activities.
• Coordinate with Retail Sales, Marketing, Training, and other departments when required.
• Ensure service teams are prepared for new products, campaigns, and operational changes.
• Conduct regular visits to assigned service locations to monitor operations and provide support.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Retail Management, Engineering, Electronics, or a related field.
• At least 3–5 years of experience in retail operations, service operations, aftersales, customer service, or a related field.
• At least 1–2 years of supervisory or team leadership experience.
• Experience managing frontline teams, service centers, retail stores, or customer-facing operations.
• Strong understanding of service operations, customer experience, and operational KPIs.
• Strong leadership, communication, and problem-solving skills.
• Good analytical and reporting skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.
• Strong organizational and coordination skills.
• Willing to conduct regular field/store visits and travel when required.
• Willing to work on weekends, holidays, or shifting schedules depending on business requirements.

Preferred Background

• Experience in consumer electronics, mobile phones, telecommunications, appliances, automotive aftersales, or retail service operations.
• Experience managing service centers or multiple service locations.
• Experience working with technicians, service advisors, customer service teams, or retail staff.
• Familiarity with repair, warranty, spare parts, and aftersales processes.
• Experience monitoring service KPIs such as TAT, CSAT, First-Time Fix Rate, Repeat Repair Rate, and productivity.
• Knowledge of smartphones and consumer electronics is an advantage.

Key Competencies

• Retail & Service Operations Management
• Customer Experience Management
• Team Supervision & Coaching
• Service Quality Management
• KPI Monitoring & Performance Analysis
• Aftersales & Warranty Coordination
• Problem-Solving & Root Cause Analysis
• Process Improvement
• Reporting & Documentation
• Cross-Functional Coordination
• Communication & Stakeholder Management
• Leadership & Accountability
• Attention to Detail