Supervisor

2GO Group; Pasay; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health program access

Paid time off

Performance bonuses

Travel perks

Job summary

2GO Group is seeking a Customer Interaction Center Supervisor in the Philippines to oversee CIC operations across calls, email, chat, and social media. You will lead, coach, and manage a team while ensuring service levels, CSAT, and quality standards.

You will collaborate with Operations, Sales, Freight, Express, and Customer Experience teams, conduct performance reviews, identify training needs, and drive process improvements to deliver excellent customer experiences.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Marketing, or related field.
• Experience in customer service or logistics operations.
• supervisory or team lead experience in relevant industry.

Responsibilities

• Supervise day-to-day CIC activities across calls, emails, chat, and social media.
• Monitor real-time queues and adjust staffing to meet service levels.
• Ensure SOPs, quality standards, and turnaround times are met.
• Lead and coach CIC associates to achieve KPIs and conduct reviews.
• Support onboarding and development of team members.
• Document escalations and provide timely resolutions.

Skills

Leadership

Communication

CRM systems

MS Office

Problem solving

Logistics knowledge

Education

Bachelor’s degree in Business Administration, Communications, Marketing, or related field

Tools

MS Excel

Contact center tools

Ticketing system

Job description

5 - 8 Years

Job Description

As a Customer Interaction Center Supervisor you will be responsible for overseeing daily CIC operations to ensure timely , accurate , and high-quality customer service across all communication channels. You will provide leadership, coaching, and performance management to a team of Customer Interaction Associates while ensuring service level targets, customer satisfaction goals, and operational standards are consistently met. The supervisor also supports process improvements, escalations management, and alignment with 2GO’s commitment to delivering excellent customer experience.

What you’ll do (your mission)

Operations Management

• Supervise day-to-day CIC activities including call, email, chat, and social media interactions.
• Monitor real-time queues, adjust staffing, and task distribution to meet service levels.
• Ensure adherence to standard operating procedures, quality standards, and turnaround times.
• Coordinate with cross-functional teams such as Operations, Sales, Freight, Express, and Customer Experience to resolve customer issues.
• Lead, mentor, and coach CIC associates to achieve individual and team KPIs.
• Conduct performance reviews, provide feedback, and identify training needs.
• Support onboarding and continuous development of new and existing team members.
• Foster a positive, collaborative, and customer-focused culture.
• Serve as the primary point of contact for complex or sensitive customer concerns.
• Investigate issues thoroughly and provide timely , accurate resolutions.
• Document escalations and recommend corrective or preventive actions.

Quality Assurance & Process Improvement

• Review interaction quality through audits, calibration sessions, and feedback loops.
• Identify service gaps and propose improvements to enhance customer experience.
• Contribute to the design and implementation of process updates, workflows, and system enhancements.
• Support reporting and analysis of CIC metrics to guide decisions.

Compliance & Reporting

• Ensure compliance with company policies, data privacy guidelines, and customer handling protocols.
• Prepare daily, weekly, and monthly performance reports.
• Maintain accurate records of team productivity, escalations, and service outcomes.

Educational Background

• Bachelor’s degree in Business Administration , Communications, Marketing, or related field.

Professional Experience

• Minimum 2–4 years of experience in customer service, contact center operations, or logistics .
• At least 1–2 years of supervisory or team lead experience, preferably in the logistics , transportation, or BPO industry.

Competencies, Skills, Knowledge and Abilities

• Strong leadership and people management capabilities.
• Excellent communication skills (verbal and written).
• Proficient in contact center tools, CRM systems, and MS Office.
• Strong problem-solving and decision-making abilities.
• Customer-focused mindset with the ability to handle pressure and complex situations.
• Knowledge of logistics processes (express, freight, sea, and cargo) is an advantage.

Licensure / Certification Required

• N/A

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Assurance scores
• Team attendance, productivity, and compliance
• Escalation resolution time and accuracy

What’s in it for you at 2GO

• Own enterprise impact. You are trusted to influence decisions and enable the business to perform at its best.
• Grow in a valued community. You work in a culture that listens, collaborates, and invests in your long-term success.
• Excel through expertise . You are empowered and recognized for delivering high standards and smart solutions.
• Be recognized and feel valued—at work and beyond. Receive and enjoy competitive compensation, performance bonuses, incentives, travel perks , Day 1 access to health and wellness programs and paid time off designed to support your well-being.

Job Snapshot

• Updated Date: 14-Apr-2026
• Job ID: Job_179
• Department: Customer Interaction Center