Operations Supervisor

3 weeks ago

Cebu City, Central Visayas, Philippines Neksjob Full time
Salary: Php 25,000 to Php 35,000

Job Summary:

We are seeking a dynamic and experienced Operations Supervisor to lead a team within our Customer Service function, specializing in post-sale technical and non-technical support. This role is ideal for candidates with a strong background in Insurance, Banking, or Financial Services and a passion for delivering exceptional customer experiences.

The Operations Supervisor is responsible for overseeing day-to-day activities, supporting continuous process improvements, and ensuring service excellence across multiple customer service channels—including call centers, online platforms, and walk-in centers.

Key Responsibilities:

Supervise and coordinate the daily operations of a team of customer service representatives (Individual Contributors).

Ensure timely and effective resolution of customer inquiries and issues across phone, chat, text, and walk-in channels.

Act as a liaison between customers, internal departments (production, distribution), and external partners to address order-related concerns and service issues.

Monitor team performance against key metrics and service level agreements (SLAs); provide coaching and development to improve results.

Identify and implement process improvements to enhance customer satisfaction and operational efficiency.

Handle escalations, complex inquiries, and exception cases requiring higher-level intervention.

Generate reports, analyze data trends, and provide actionable insights to leadership.

Support training initiatives for new hires and ongoing skill development for existing team members.

Qualifications:

1–2 years of experience in the Insurance, Banking, or Financial Services sector.

Proven experience in a supervisory or team lead role within a customer service environment.

Strong knowledge of call center operations, customer service best practices, and CRM systems.

Excellent interpersonal and communication skills (verbal and written).

Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Skilled in problem-solving, decision-making, and conflict resolution.

Proficient with MS Office Suite and customer support software.

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