Job Overview
We are urgently hiring 15 Operations Supervisors to lead our Retail Banking customer service teams in Cebu. In this role, you will oversee daily call center operations, drive key performance metrics, and mentor frontline agents to deliver exceptional post-sale customer support. You will have the autonomy to manage short-term team activities, resolve complex customer escalations, and continuously improve day-to-day operational processes. (Note: This is a non-sales, service-focused leadership role).

Job Details

• Headcount: 15 Open Positions

• Program / Account: Retail Banking

• Work Location: Cebu (Onsite)

• Work Schedule: Night Shift

• Salary Package: ₱45,000

• Target Start Date: ASAP (as early as December 2026)

Job Requirements

• Leadership Experience: Must have at least 1 year of BPO experience working as a Supervisor or Subject Matter Expert (SME).

• Industry Background: BFSI (Banking, Financial Services, and Insurance) experience is preferred, and Retail Banking is a plus, though candidates from other lines of business (Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, and Technology) are welcome to apply.

• Performance Management: Proven track record of managing team performance and driving key metrics, specifically Average Handle Time (AHT) and Customer Satisfaction (CSAT).

• Communication: Good verbal and written communication skills.

Other Requirements

• Financial Standing: Must have no outstanding or delinquent financial obligations (e.g., unpaid loans or overdue credit card payments) due to banking account compliance.

• Schedule & Location: Must be amenable to working 100% onsite in Cebu on a night shift schedule.

• Availability: Must be available to start ASAP, as early as December 2026.

Responsibilities

• Manage, coach, and supervise a team of customer service representatives handling phone, chat, or text support, taking accountability for the team's overall output and service quality.

• Drive daily operational excellence by monitoring and improving key performance indicators (AHT, CSAT, and resolution rates).

• Act as an escalation point for complex customer issues, performing root-cause analysis and ensuring timely, accurate resolution.

• Oversee the implementation of short-term team initiatives, specialized projects, and day-to-day workflow improvements within established operational guidelines.

• Proactively manage your own leadership workload, providing technical and operational expertise to upskill less experienced team members.