Operations Supervisor - Retail Banking

Job Details

• Position: Operations Supervisor

• Program: Retail Banking

• Location: Cebu

• Work Setup: Onsite

• Shift: Night Shift

• Salary Package: ₱45,000

• Start Date: ASAP (targeting December 2026)

Candidate Requirements

• At least 1 year of BPO experience as an Operations Supervisor or Subject Matter Expert (SME).

• Previous experience in BFSI is preferred; Retail Banking experience is an advantage but not mandatory.

• Candidates from other industries, including Credit Cards, Loans, Collections, Healthcare, Telecommunications, Retail, Travel, and Technology, are welcome.

• Proven experience managing team performance and driving key metrics, particularly Average Handling Time (AHT) and Customer Satisfaction (CSAT).

• Strong understanding of customer service operations, issue resolution, and team performance management.

• Excellent verbal and written communication skills.

• Must have no outstanding or delinquent financial obligations, including loan or credit card payments.

• Willingness to work onsite in Cebu on a night shift.

• Must be available to start ASAP, preferably by December 2026.

Key Responsibilities

• Lead and supervise daily customer service operations to ensure productivity, quality, and service delivery targets are achieved.

• Manage team performance and drive improvements in AHT, CSAT, and other operational metrics.

• Monitor performance trends, identify operational gaps, and implement appropriate action plans.

• Coach, mentor, and guide team members to improve service quality and individual performance.

• Handle complex customer concerns and escalations, ensuring timely and effective resolution.

• Oversee assigned team activities and ensure compliance with established procedures and operational standards.

• Provide subject matter guidance and support to less experienced team members.

• Identify opportunities to improve workflows, operational efficiency, and customer experience.

• Coordinate with relevant stakeholders to address operational concerns and achieve business objectives.

Important Hiring Information

• Former employees of Teleperformance are not eligible for rehire , whether applying directly or through a third-party recruitment agency.

• This restriction also applies to former employees of PSG, Majorel, and Aegis .

• Candidates must be willing to work onsite in Cebu on a night shift.