Customer Service Supervisor
Full-time
Nityo Infotech
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
Vacancy posted 21 days ago
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