Senior Operations Supervisor

4 hours ago

Pasig, National Capital Region, Philippines Converge ICT Solutions, Inc. Full time ₱2,000,000 - ₱2,500,000 per year

Role Overview

The Senior Operations Supervisor oversees the daily operations of the outsource partner (UAS) Level 1 - 3 support team, ensuring efficiency and alignment with CICT company strategic goals. The role focuses on process optimization, cost management, productivity improvement, and cross-department collaboration to meet performance targets. This position also manages internal escalations and ensures high-quality service delivery.

Key Responsibilities

  • Govern and oversee daily business operations of UAS Level 1-3 support.
  • Optimize workflows and processes to improve operational efficiency and service quality.
  • Manage contact center operational costs and drive productivity initiatives.
  • Collaborate with internal departments to achieve company performance targets.
  • Handle internal escalations and provide guidance or support to resolve issues.
  • Monitor KPIs, generate reports, and recommend operational improvements.

Qualifications

  • College graduate with significant experience in contact center operations or customer service.
  • Strong leadership, coordination, and problem-solving skills.
  • Ability to manage operations while aligning with organizational strategy and goals.
  • Excellent communication skills and cross-functional collaboration capability.

Job Type: Full-time

Work Location: In person

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