Operations Supervisor – BPO

Location: Rockwell, Pasig, Philippines
Work Setup: Onsite
Shift: Night Shift
Target Start Date: October 5, 2026
Salary: ₱35,000 – ₱45,000

Role Overview

We are looking for an experienced Operations Supervisor to lead and manage a team of customer service professionals in a BPO environment. The role will be responsible for day-to-day operations, team performance, customer escalations, KPI management, coaching, and continuous process improvement.

Candidates must have Travel/Hospitality account experience or relevant Travel background within a BPO environment.

Key Responsibilities

• Manage and oversee day-to-day customer service operations.

• Lead and support a team of Individual Contributors to achieve operational and customer-service targets.

• Monitor key performance indicators (KPIs), productivity, quality, and service performance.

• Handle customer concerns, escalations, and operational issues within the defined scope.

• Conduct regular coaching, feedback, and performance-management sessions.

• Identify process gaps and implement improvements to enhance operational efficiency.

• Ensure adherence to company policies, processes, quality standards, and customer-service guidelines.

• Provide guidance and support to team members on complex customer issues.

• Take ownership of assigned projects and operational activities.

• Work collaboratively with internal stakeholders to resolve operational challenges.

• Maintain strong communication and ensure timely escalation of critical issues.

• Drive continuous improvement and professional excellence within the team.

Required Qualifications

• 2–3 years of leadership/supervisory experience in a BPO or customer-service environment.

• Mandatory Travel/Hospitality account experience or relevant Travel background within a BPO environment.

• Strong experience in customer service operations and escalation management.

• Proven experience managing and developing a team of Individual Contributors.

• Knowledge of KPI management, performance monitoring, coaching, and process improvement.

• Ability to manage day-to-day operations and resolve customer and operational issues.

• Strong problem-solving, communication, coaching, and interpersonal skills.

• Ability to identify process gaps and implement practical improvements.

• Willingness to work onsite in Rockwell, Pasig.

• Willingness to work night shifts.

• Available to start on October 5, 2026.

Important Eligibility

Former Teleperformance employees are not eligible for rehire, either directly or through a third party.

Recruitment Process

1. Initial Interview

2. Final Interview

Pre-Screening Information

Candidates will be required to provide:

• Years of BPO Experience

• Years of Leadership Experience in BPO

• Travel/Hospitality Experience in BPO

• Team Handling Experience

• Last Drawn Salary

• Expected Salary

• Notice Period / Availability to Start

Questionnaire

Please complete the questionnaire as part of the application process:

Questionnaire Link: https://myglit.com/lateral/cref/bbcadb2b61