Job Title: Operations Supervisor

Account: Telco / Telco Sales

Work Location / Setup: Onsite, Davao and Makati
Shift Schedule: GY

Job Description:

The Operations Supervisor will manage and oversee customer service operations for post-sale technical and/or non-technical support across multiple sub-families for business and/or end-consumer customers. This may include:

Remote Customer Service:

Providing support via phone, online chat, or text.
Handling a high volume of low-complexity inquiries.
Analyzing and resolving lower-volume, higher-complexity inquiries.

Distribution Center Customer Service:
Acting as liaison between customers, production, and distribution departments for specific orders.
Providing technical and non-technical support in walk-in service centers.

Responsibilities:
Executes specialized projects and activities according to set principles.
Generates and manages own workload with minimal instructions.
Supervises less experienced professionals, ensuring quality and accountability.
Improves day-to-day activities and processes within the team.
Manages short-term operational activities and delivers professional responsibilities with a focus on excellence.
Typically manages a team of Individual Contributor co-workers.

Required Skills:

Comprehensive knowledge of the discipline and operational best practices.
Ability to lead, supervise, and improve team processes.

Non-Negotiable Requirements:
With a BPO Telco/Telco Sales background, but no specific number of months or years of experience. If the candidate is very good then they are willing to consider even without no telco experience although they always prefer it
With at least 2 years of BPO operations supervisor /team leader.