Supervisor I, Customer Support/Operations

Remitly; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Remitly is seeking an Operations Supervisor to lead a VitalChek support team segment in a high-volume, customer-facing environment. You will drive performance, onboarding, and process improvements while ensuring SLAs are met and service quality remains high.

You will develop talent, coach staff, and collaborate with stakeholders to align operations with strategic objectives, while fostering continuous improvement and fair people practices.

Qualifications

• Bachelor’s degree holder.
• 1-2 years of leadership experience in a BPO setup.
• Familiar with BPO operations (AHT, NPS, SLA, etc.).
• Excellent written and verbal communications skills and the ability to collaborate across all levels.
• Proven success at managing change.
• Strong organizational, prioritization and delegation skills.
• Proven problem solving and analytical skills.
• Detail oriented and project management skills.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

Responsibilities

• Lead a segment of the VitalChek support team and oversee day-to-day operations.
• Manage recruitment in conjunction with HR and orient new hires.
• Conduct performance reviews and develop Personal Development Plans.
• Audit outputs and ensure adherence to policies, procedures, and SLAs.
• Collaborate with cross-functional partners to improve customer experience.
• Prepare reports and liaise with business owners to improve service levels.
• Foster a culture of continuous improvement as an Operational Excellence Advocate.
• Support career development and fair people practices.
• Handle administrative tasks and other duties as assigned.

Skills

People leadership

BPO operations

Communication

Change management

Analytical

Education

Bachelor’s degree

Tools

AI tools

Job description

Job Summary

The Operations Supervisor will lead a segment of the VitalChek support team, overseeing day-to-day operations in a high-volume, customer-facing environment. This role is responsible for managing team performance, driving operational excellence, and ensuring service delivery meets or exceeds defined SLAs. The supervisor will also play a key role in onboarding new hires, implementing process improvements, and supporting strategic initiatives.
In addition, the Supervisor will be accountable for fostering the growth and development of team members, ensuring they are equipped with the skills, support, and opportunities needed to thrive in their roles and progress in their careers.

Accountabilities

• Manage the recruitment process in conjunction with Human Resources. Ensure new employees are oriented to the organization, its policies, facilities, etc.
• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan, and coaching.
• Ensure quality of output by doing auditing, call observes and reviews. Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to work schedules and for projects to proceed according to plans/specifications.
• Manage stakeholder expectations and collaborates with cross functional partners to extend positive customer experience!
• Prepare reports and proactively liaise with key business owners and business partners to develop processes and procedures to improve service level achievement and meet changing business needs!
• Operational Excellence Advocate – facilitate a culture of continuous improvement.
• Employee Champion – develop strategies and help implement actions that enhance human capital contribution; ensure fair, ethical, and equitable people processes and practices.
• Responsible for all administrative tasks and other duties assigned

Qualifications

• Bachelor’s degree holder
• 1-2 years of leadership experience in a BPO setup
• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)
• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
• Proven success at managing change
• Strong organizational, prioritization and delegation skills
• Proven problem solving and analytical skills
• Detail oriented and project management skills
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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