Operations Supervisor | Tech |

Job Title: Operations Supervisor
Account: Technical
Shift Schedule: TBD

Job Summary

The Operations Supervisor leads a team of CE Specialists providing chat, email, and ticket based support across product, technical, and advertiser domains. The role ensures SLA adherence, case quality, and effective handling of escalations while coaching agents to deliver consistent, high quality customer experience.

Key Responsibilities
Supervise day to day operations of Tier 1, Tier 2, and Tier 3 CE teams.
Coach and develop agents to improve quality, productivity, and technical accuracy.
Monitor performance metrics including SLAs, CSAT, and case resolution quality.
Act as first level escalation support for complex technical, billing, or policy cases.
Ensure accurate case documentation and consistent use of CRM/ticketing tools.
Partner with QA, Training, Workforce, and Product teams to address gaps and drive improvements.

Qualifications
Bachelor’s degree or equivalent experience.
Minimum 24 months leadership experience (Supervisor, Team Lead, or Senior Specialist) in a BPO or digital support environment.
Working knowledge of chat, email, and ticket based support operations.
Familiarity with CRM/ticketing systems (e.g., Zendesk, Salesforce).
Basic understanding of digital advertising, compliance, billing, or technical support environments.
Strong technical background in BPO (Must have)

Job Type: Full-time

Pay: Php30,000.00 - Php35,000.00 per month

Application Question(s):

• Are you located around and willing to work on site?

Education:

• Bachelor's (Required)

Experience:

• Senior Specialist in a BPO or digital support environment: 2 years (Required)
• Supervisor, Team Lead in a BPO environments: 2 years (Required)
• chat, email, and ticket based support operations: 2 years (Required)
• CRM/ticketing systems (e.g., Zendesk, Salesforce): 2 years (Required)
• digital advertising, compliance, billing, technical support: 2 years (Required)
• Strong technical background in BPO: 2 years (Required)

Work Location: In person