WE ARE HIRING!

OPERATIONS SUPERVISOR – RETAIL BANKING

Program: Retail Banking

Work Setup: Onsite 

Work Schedule: Night Shift

Number of Openings: 15

Start Date: ASAP

JOB OVERVIEW

We are looking for an experienced and results-driven Operations Supervisor to oversee customer service operations within our Retail Banking program.

The successful candidate will be responsible for supervising daily team activities, managing performance, resolving customer service issues, and ensuring the delivery of quality customer support across multiple service channels.

KEY RESPONSIBILITIES

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• Oversee day-to-day customer service operations and short-term team activities.
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• Manage team performance and ensure operational targets are achieved.
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• Monitor and drive key performance indicators, particularly Average Handle Time (AHT) and Customer Satisfaction (CSAT).
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• Provide guidance and professional support to team members, including less experienced employees.
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• Handle customer issues and ensure timely analysis and resolution of inquiries.
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• Oversee customer support delivered through phone, online chat, and text channels.
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• Coordinate with relevant departments to address customer concerns and support service delivery.
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• Execute specialized projects and operational activities in line with established principles and procedures.
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• Identify opportunities to improve daily activities, workflows, and operational processes.
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• Make operational decisions within the defined scope of responsibility.
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• Take ownership of assigned responsibilities while maintaining professional excellence.
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QUALIFICATIONS & REQUIREMENTS

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• Minimum of 1 year of BPO experience as a Supervisor or Subject Matter Expert (SME).
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• BFSI experience is preferred; Retail Banking experience is an advantage but not mandatory.
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• Candidates from other lines of business are welcome, including:
  
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  • Credit Cards
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  • Loans
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  • Collections
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  • Healthcare
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  • Telecommunications (Telco)
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  • Retail
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  • Travel
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  • Technology
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• Proven experience managing team performance and driving AHT and CSAT.
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• Good verbal and written communication skills.
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• Must have no outstanding or delinquent financial obligations, including loans or credit card payments.
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• Must be willing to work onsite in Cebu on a night shift.
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• Must be available to start ASAP.
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IMPORTANT ELIGIBILITY NOTICE

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

The following companies are also excluded because they fall under Teleperformance:

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• PSG
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• Majorel
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• Aegis
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APPLY NOW!

If you meet the qualifications and are ready to take on this opportunity, we encourage you to apply!