Operations Supervisor

3 weeks ago


Cebu City, Central Visayas, Philippines OP360 (OfficePartners360) Full time
Key Responsibilities:
  • Supervise and manage a team of customer service agents to ensure consistent and high-quality service delivery.
  • Monitor individual and team performance metrics; provide regular coaching, feedback, and performance evaluations.
  • Analyze team performance data to identify trends, gaps, and opportunities for improvement.
  • Lead initiatives to improve customer satisfaction, first-call resolution, and overall team efficiency.
  • Collaborate with clients and internal stakeholders to align service delivery with expectations and business objectives.
  • Handle escalated customer concerns and ensure timely resolution.
  • Foster a positive team environment that promotes accountability, engagement, and continuous development.
  • Ensure adherence to company policies, procedures, and attendance standards.
Qualifications:
  • At least 2 years of experience as a Team Leader or Supervisor in a customer service and sales setting.
  • Experience handling inbound customer support channels.
  • Proven ability to interact effectively with clients and address service expectations.
  • Excellent verbal and written communication skills.
  • Strong coaching and mentoring skills.
  • Demonstrated ability to manage team performance and drive results through data analysis.
  • Must have a strong attendance record and the ability to lead by example.
  • Willing to work onsite and on a night shift schedule.
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