Operations Supervisor (Telco / Telco Sales Account)

Shift: Graveyard (GY)

Salary Range:

Maximum: PHP 40,000 (subject to SVP approval)

Job Overview

The Operations Supervisor is responsible for managing and overseeing customer service operations for post-sale support (technical and non-technical) across multiple service channels. The role involves leading a team, ensuring service excellence, and driving operational efficiency within a fast-paced BPO environment.

• Supervise daily operations of customer service teams handling telco-related accounts
• Manage both high-volume, low-complexity and low-volume, high-complexity customer inquiries
• Provide support across multiple channels (phone, chat, email, text)
• Act as a liaison between customers and internal departments (production, distribution, or service centers)
• Ensure team performance meets KPIs, SLAs, and quality standards
• Lead, coach, and develop team members to improve productivity and service delivery
• Manage workload distribution and ensure accountability within the team
• Drive continuous improvement in processes and day-to-day operations
• Execute operational projects with minimal supervision

• Remote Customer Service:
• Handle customer inquiries via phone, chat, and messaging platforms
• Resolve technical and non-technical issues efficiently
• Distribution Center Support:
• Coordinate with internal teams for order-related concerns
• Provide support in walk-in service environments when required

• At least 2 years of experience as a Team Leader / Operations Supervisor in a BPO setting
• Experience in Telco or Telco Sales accounts is highly preferred
• Exceptional candidates without telco experience may still be considered
• Strong leadership, coaching, and team management skills
• Solid understanding of BPO operations and customer service best practices
• Ability to manage multiple priorities in a fast-paced environment