Role: Operations Supervisor, Service Delivery

Location: Ortigas, Pasig

Work setup & shift: Onsite | Day Shift

Description

• Supervise day-to-day operations of the customer service team to ensure high-quality service delivery.
• Implement customer service policies and procedures to enhance customer satisfaction.
• Train, mentor, and evaluate team members to foster a culture of continuous improvement.
• Analyze customer feedback and performance metrics to identify areas for process improvement.
• Collaborate with other departments to address customer needs and resolve issues effectively.

Requirements

• Years of Exp: 5 years in BPO, 2-3 years leadership experience
• Other specific exp needed: Must be a Bachelor's degree holder
• Educational Qualifications: Bachelor’s degree in Business Administration or a related field
• Experience Level: 3–5 years of experience in customer service, with at least 1 year in a supervisory role
• Skills and Competencies: Strong communication and interpersonal skills
• Skills and Competencies: Proficiency in customer service software and tools
• Qualities and Traits: Exceptional problem-solving skills and a customer-focused mindset
• Responsibilities and Duties: Ability to work effectively under pressure and manage multiple priorities
• Working Conditions: Ability to work flexible hours, including evenings and weekends as necessary