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Customer Service Supervisor
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
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