Customer Service Supervisor

4 days ago

Makati, Philippines Surf Marketing Agency Full time

Location: On-site (Philippines Office)
Department: Customer Experience / Operations
Reports To: Customer Service Manager / Operations Director
Position Overview
We are looking for a highly experienced and people-oriented Customer Service Supervisor with a solid background in international BPO operations. In this role, you will manage the daily operations of a front-line customer service team, ensuring consistent delivery of excellent service to our global clients.
The ideal candidate will have proven leadership in supervising BPO teams, with strong expertise in performance management, service process optimization, and SOP development. You will be expected to drive operational excellence through team coaching, KPI tracking, and process improvements aimed at maximizing customer satisfaction and team efficiency.
This is a full-time, on-site position based in our office in the Philippines. Remote or hybrid work is not available for this role.

Key Responsibilities
Team Leadership & Operations Management
• Supervise a team of 10–30 customer service representatives, including handling schedules, shifts, and performance tracking.
• Ensure consistent team performance against key metrics such as CSAT, FCR, AHT, and SLA.
• Conduct regular performance reviews, one-on-one coaching sessions, and morale-boosting activities to build a high-performance culture.
Service Process & SOP Optimization
• Design, implement, and continuously refine customer service processes and standard operating procedures (SOPs).
• Lead initiatives to improve service efficiency, reduce manual workload, and enhance customer satisfaction through automation and best practices.
• Maintain knowledge bases, escalation protocols, and customer journey frameworks.
Issue Resolution & Customer Escalations
• Take ownership of complex or high-priority customer escalations and resolve them efficiently and professionally.
• Analyze customer feedback and complaint trends, providing actionable insights to internal teams.
Collaboration & Cross-Functional Coordination
• Work closely with QA, Training, Product, and Tech teams to ensure alignment on service quality standards and process rollouts.
• Participate in interdepartmental meetings and projects related to customer experience improvement.
Data-Driven Reporting
• Prepare regular reports and dashboards for leadership, highlighting team performance, customer feedback, and improvement opportunities.
• Use CRM and BI tools (e.g., Zendesk, Salesforce, Tableau, etc.) to extract insights for decision-making.

Qualifications
• Minimum of 3 years of supervisory experience in a customer service role within an international BPO setting.
• Strong working knowledge of customer service KPIs and contact center operations.
• Hands-on experience with customer service platforms such as Zendesk, Freshdesk, or similar.
• Proven ability to create, implement, and optimize SOPs and customer service workflows.

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