Operations Supervisor

Manila, National Capital Region

Posted yesterday

Company:: Neksjob Corporation
Company Description:: Neksjob Philippines is an outsourcing and social enterprise that provides quality services to our clients locally and abroad. We are driven by the innate desire to bring about change by encouraging out of the box solutions to well-worn path challenges at a cost-effective rate. We aim to bridge the gap between countries and cultures, distance and time zones, to bring the world closer through the help of emerging technology.
Contract Type:: Full Time
Experience Required:: 1 year
Education Level:: Senior High School
Number of vacancies:: 28

Job Description

We are looking for a proactive and experienced Operations Supervisor to lead a customer service team specializing in post-sale technical and non-technical support. The ideal candidate has a background in Insurance, Banking, or Financial Services and a passion for delivering exceptional customer experiences. This role involves overseeing daily operations, ensuring service excellence, and implementing process improvements across multiple channels, including call centers, online platforms, and walk-in centers.

Key Responsibilities
Team Supervision & Leadership
Supervise and coordinate daily operations of customer service representatives (Individual Contributors).
Ensure timely and effective resolution of customer inquiries via phone, chat, text, and walk-in services.
Provide coaching and development to team members, monitoring performance against key metrics and SLAs.
Support training initiatives for new hires and ongoing skill development.
Customer Service & Process Optimization
Act as a liaison between customers, internal teams (production, distribution), and external partners.
Handle escalations and complex inquiries, ensuring high-quality resolutions.
Identify and implement process improvements to enhance customer satisfaction and operational efficiency.
Data Analysis & Reporting
Generate reports, analyze customer service trends, and provide actionable insights to leadership.
Use CRM systems and MS Office tools to track performance and ensure accurate documentation.

Qualifications
1–2 years of experience in Insurance, Banking, or Financial Services.
Proven supervisory or team lead experience in a customer service setting.
Strong knowledge of call center operations, CRM systems, and customer service best practices.
Excellent communication, problem-solving, and conflict resolution skills.
Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
Proficiency in MS Office Suite and customer support software.

Why Join Us?
Career growth opportunities in a dynamic industry
Leadership role in customer service operations
Opportunity to optimize processes and drive customer satisfaction
If you have the skills and experience to lead a high-performing team, we encourage you to apply.