Description:

Track and documents employee time and schedule
Assist in reviewing agent performance results daily to ensure all goals are met or exceeded
Provide quality intelligence to help the Call Center Manager to optimize support logic and to provide insights to the training team to bridge knowledge gap
Monitor and assesses agent calls to drive performance improvement plans
Ensure agents understand changes and are aligned with the organizational goals
Assist in reviewing and distribution of procedure changes and/or updates in a timely manner
Identify root cause and improvement opportunities in training, process and policies
Assist in planning and conducting team meetings to share information, calibrate knowledge and performance and motive agents to learn and excel
Assists, tracks and coordinate with supporting departments
Performs other related duties as required or requested
Qualification:
Candidate must possess at least a Bachelor's/College Degree in any field
Must have at least 3 years of relevant experience
Preferably with experience working in a call center or customer service industry
Have experience in handling voice and non-voice account
Must have excellent English oral and written communication skills
Strong interpersonal skills and experience demonstrating successful customer/client relationship management
Customer centric behavior
Strong people management and development skills
Ability to mentor, coach and motivate others
Great spreadsheet skills to analyze data and manage project
Experience in generating and analyzing operational performance
Proficient with Microsoft office application (Excel: PIVOT & VLOOKUP)
Salary: Php 23,000 - Php 30,000 monthly

Job Post

Customer Service Supervisor