Supervisor - Customer Service

Home Credit Philippines; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Permanent dayshift

Up to 20% variable quarterly bonus

HMO on Day 1 / HMO with dependents

Access to mental health coverage

Wellness Leave and Birthday Leave

Internal Career Mobility

Job summary

Home Credit Philippines is seeking a Customer Service Team Leader to support the Team Leader in managing a group of 15-17 operators handling inbound and outbound calls across omni-channel platforms. You will supervise, coach, and drive performance to meet KPIs while ensuring high customer satisfaction.

Based in Vertis North, QC, the role requires English and Tagalog communication, weekend work, and solid MS Office skills.

Qualifications

• 1–2 years in a similar role with supervisory experience.
• Experience handling inbound/outbound calls via omni-channel.
• Ability to communicate in English and Tagalog.
• Proficient with Word, Excel, PowerPoint.
• Willing to work weekends and holidays.

Responsibilities

• Supervise a team of 15–17 operators.
• Handle customer interactions via voice, email, and chat.
• Meet or exceed KPIs.
• Conduct coaching, mentoring, and training.
• Evaluate performance and report results.
• Assist Team Leaders in operations to meet KPIs.
• Provide feedback and action plans on challenges.
• Update team trackers and reports.
• Demonstrate problem-solving and customer-first mindset.
• Adhere to company code of conduct.

Skills

English & Tagalog

Team leadership

Customer service

MS Office

Presentation skills

Interpersonal skills

Weekend availability

On-site

Pressure handling

Tools

MS Office

Job description

Job Description:

About The Job

The position will support the Team Leader in managing agents who handle inbound and outbound calls in the Customer Service line of business.

What You’ll Do

• Manage/ Supervise a team of 15 to 17 operators
• Takes customer interactions via OMNI channel platforms (voice/ email/ chat) and perform other basic functions of an operator and a Team Leader, as needed.
• Meet or Exceed set KPIs
• Execute people development
• Evaluates operators' performance and be able to deliver its results
• Assist Team Leaders in operational execution to meet the set KPI‘s (Coaching/ Mentoring/ Huddles/ Training/ Evaluating etc.)
• Provides feedback and suggests action plans to Team Leader on current challenges of the team (ie processes, systems, etc.)
• Helps in updating team trackers and reports
• Must demonstrate strong problem solving/issue resolution skills. Outside the box thinking and execution to lessen and zero out customer efforts
• Must have CUSTEX approach and mindset to help increase customer satisfaction scores.
• Strictly adheres/ follows and enforces company COC and guidelines

What You Need To Have

• At least 1-2 years of experience at the similar position including management experience
• Have taken calls/ emails/ service interactions with customers/ clients

Competencies and Requirements

• Strong foundation in managing Customer Service
• Ability to communicate in English and Tagalog
• Familiar with basic MS office applications (i.e. Word, Excel, PPT)
• Must have good presentation and interpersonal skills.
• Presentation skills – Must be able to assist team leader in training team members.
• Willing to work on a weekends and holidays
• Will report on-site for the 1st 6 months – Vertis North, QC
• Have stable home internet connection for back-up coverage (minimum of 20Mbps)
• Can work under pressure

Job Perks You'll Enjoy

• Permanent dayshift schedule
• Up to 20% variable quarterly performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success. We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.