Customer Support Supervisor

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Customer Support Supervisor - Makati (Multiple Listings)

Job postings include various organizations seeking Customer Support Supervisors in Makati/Manila area. Roles typically involve leading teams, ensuring SLA adherence, coaching and performance management, and coordinating with cross-functional teams. Below are consolidated responsibilities, qualifications, and benefits drawn from the listings.

Responsibilities
  • Lead and manage customer support teams (HR Helpdesk, Support, or Gaming/Online Services) to ensure timely, accurate, and high-quality responses.
  • Monitor performance metrics, ensure adherence to SLAs, and drive first-time resolution where applicable.
  • Provide coaching, performance evaluations, and disciplinary actions as needed.
  • Plan staffing and scheduling to meet service level requirements; participate in workforce planning and capacity forecasting.
  • Coordinate with cross-functional teams and client stakeholders; present data in governance forums or management reviews.
  • Maintain data privacy and adhere to contractual and quality standards.
  • Capture and analyze customer insights, identify trends, and propose process improvements.
  • Assist with onboarding, escalation management, and support during peak volumes.
  • Maintain documentation, SOPs, and knowledge bases; contribute to process improvements and automation efforts.
Qualifications
  • Minimum 1–2 years of supervisory or team lead experience in a customer support or contact center environment (varies by listing).
  • Experience leading teams in contexts such as HR helpdesk, gaming/customer support, or IT/service desk is common among postings.
  • Proficiency with standard office software (MS Excel, Word, PowerPoint) and familiarity with CRM/ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk, JIRA).
  • Excellent written and verbal communication, stakeholder management, and problem-solving skills.
  • Ability to manage multiple tasks in a fast-paced environment; flexible scheduling (including night shifts or 24/7 operations) may be required.
  • Graduate in a related field; some postings accept a high school or senior high school diploma with relevant experience.
Job Types and Locations
  • Full-time and Permanent positions; some postings specify onsite or hybrid work in Makati/Taguig areas.
Typical Benefits
  • Health insurance (HMO) and life insurance
  • Paid time off, 13th month pay, and other mandated benefits
  • Night differential pay and performance-based bonuses
  • Employee events, training or certifications sponsorship, and other company-specific perks
Example Postings Mentioned
  • Help Desk Supervisor / Help Desk Analyst with 24/7 shifts and 5 days on-site requirements; responsibilities include HR/helpdesk query handling, service levels, and data privacy.
  • Customer Interaction Support Supervisor focusing on customer satisfaction, CRM tooling, and data-driven improvement for a regional audience.
  • Customer Support Supervisor in gaming/interactive entertainment with responsibilities around monitoring, training, staffing, and collaboration with cross-functional teams.

Note: The descriptions above combine content from multiple postings and are not a single role. Interested candidates should review the specific posting for exact requirements, location, and benefits. All postings indicate standard EEO statements and the need to be eligible to work in the Philippines.

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