Operations Supervisor

4 days ago

Quezon City, National Capital Region, Philippines ComWorks Inc Full time ₱2,500,000 - ₱4,000,000 per year

The Customer Support Supervisor leads the customer support representatives to ensure efficient handling of inquiries and complaints, achieving service quality and SLA targets.

Key Responsibilities

  • Manage day to day operations across all support channels (Phone, SMS, chat), ensuring adequate coverage and smooth workflow.
  • Allocate workloads across shifts, monitor ticket queues, and ensure that SLAs for response and resolution times are consistently met.
  • Handle escalations and coordinate with level 2 Support, IT, Accounts and inventory to resolve technical, financial, or operational issues.
  • Track performance metrics such as response time, resolution rate, customer satisfaction, and agent productivity. prepare SLA and performance reports.
  • Conduct regular coaching performing reviews.
  • identify process gaps and recommend improvements to reduce repeat issues, improve turnaround time, and enhance agent efficiency.
  • Ensure adherence to compliance and operational policies in customer interactions and data handling.
  • Support training and onboarding of new CSRs.

Qualifications

  • Bachelor's degree in communication, Business, or related field.
  • 3+ years' experience in customer service or call center management.
  • Strong leadership, communication, and analytical skills
  • Familiar with CRM/ticketing systems.

Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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