Operations Supervisor Retail Banking

Job Title: Operations Supervisor – Retail Banking (Urgent Ramp | 15 Slots) Location: Cebu City (Onsite) Salary: PHP 45,000 Monthly Package Job Type: Full-Time | Night Shift Headcount: 15 Openings (Start ASAP / December 2026) Job Overview We are urgently hiring 15 Operations Supervisors for our Retail Banking account in Cebu City! In this role, you will lead a team of customer service specialists, drive daily operational KPIs (AHT and CSAT), and ensure top-tier customer support across voice and digital channels. Note that this is a non-sales, pure customer service leadership role. If you are an experienced BPO Team Leader or SME ready for immediate onboarding, apply now! Key Responsibilities • Team Leadership & Coaching: Supervise, mentor, and manage the day-to-day performance of customer support agents handling post-sale customer inquiries and complex issue resolution. • KPI & Performance Management: Monitor and drive key service metrics, specifically Average Handle Time (AHT) and Customer Satisfaction (CSAT), to meet client SLAs. • Process Improvement: Identify operational gaps, streamline daily team workflows, and execute short-term operational projects independently. • Escalation & Issue Resolution: Act as a subject matter expert to help team members resolve high-complexity customer concerns accurately and efficiently. Qualifications & Requirements • Leadership Experience: Must have at least 1 year of BPO experience as a Team Leader / Operations Supervisor or Subject Matter Expert (SME). • Industry Background: BFSI or Retail Banking experience is preferred, though leaders from other accounts (Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, or Tech) are welcome to apply. • KPI Track Record: Proven experience managing team metrics, coaching agents, and driving AHT and CSAT. • Communication: Strong verbal and written English communication skills. • Background Check: Must have no outstanding or delinquent financial obligations (such as overdue loans or credit card payments), as required by our banking client. • Work Setup & Start Date: Must be willing to work 100% onsite in Cebu on a Night Shift schedule and available to start ASAP (as early as December 2026). • Eligibility Notice: Please note that former employees of Teleperformance—including PSG, Majorel, and Aegis—are not eligible for rehire (directly or through a third party). Why Join Us? • Competitive PHP 45,000 monthly package • Non-sales, pure customer service retail banking program • Fast-track hiring process with 15 leadership openings starting ASAP