Customer Service Supervisor

Nature of Employment: Full Time

Working Setup: Full Onsite

Location: Vertis North, Quezon City

Working Schedule: Shifting

Salary: PHP 40,000 - PHP 60,000

Role Overview:

• Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution.
• Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates workflow.
• Conducts call pattern forecasting activities.
• Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
• Ensures that reporting is accurate and is completed in a timely manner.
• Manages call list including verifying tracking processes, contact attempts, etc.
• Resolves systems problems that may affect departmental standards.

Qualifications:

• Preferably, a college graduate
• At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
• With experience in team management and leadership
• Possesses above-average oral and written communication skills
• Proficient in MS Office applications (Word, Excel, and PowerPoint)
• Willing to work on a shifting schedule and onsite at Vertis North, Quezon City
• Available to start ASAP