Operation Supervisor, Makati

URGENT HIRING: Operations Supervisor

Job Summary

The Operations Supervisor leads a team of customer support specialists handling chat, email, and ticket-based support across multiple service areas. This role is responsible for ensuring SLA compliance, maintaining quality standards, handling escalations, and coaching team members to deliver exceptional customer experiences.

Key Responsibilities

• Supervise day-to-day operations of support teams across multiple service tiers
• Coach and develop team members to improve productivity, quality, and technical accuracy
• Monitor key performance metrics including SLA, CSAT, productivity, and case resolution quality
• Act as the first point of escalation for complex customer, billing, technical, or policy-related concerns
• Ensure accurate case documentation and proper use of CRM and ticketing tools
• Collaborate with QA, Training, Workforce, and Product teams to improve operational performance and customer experience

Qualifications

• Bachelors degree or equivalent experience
• At least 24 months of leadership experience as a Supervisor, Team Lead, or Senior Specialist in a BPO or customer support environment
• Experience handling chat, email, and ticket-based support operations
• Familiarity with CRM or ticketing systems such as Salesforce or Zendesk
• Background in customer support, billing, compliance, or technical support is an advantage

Join a fast-paced operations team and grow your leadership career with us!

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