Clark | Operations Supervisor

2 weeks ago

San Fernando, Central Luzon, Philippines Majorel Full time
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands.

Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX.

We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real 'Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

This position is responsible for customer service in various languages and through various transaction types (e.g. inbound
and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can
include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications. This position
is responsible for supporting frontline (customer facing) associates by handling consult calls, escalations, team supervision
and other related duties.

Overall Responsibilities:
Oversee and supervise a team of agents.
Attend required training session for new information and training updates.
Acquire and transfer to the team the knowledge of all tools and associated workflow processes
Assist in developing and streamlining procedures
Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
Provide quality service to both internal and external customers – on and off-line.
Assist agents with customer interaction on situations requiring special handling – take customer calls.
Ensure open flow of communication between agents, supervisors and management.
Ensure uniform understanding and adherence to policies, procedures and company programs.
Supervise and monitor agent attendance, performance and productivity
Prepare and ensure accuracy of reports.
Ensure agents are continuously kept abreast of operational changes.
Conduct employee briefings and meetings.
Assure service level standards are met.
Monitor system performance and initiate actions to correct system problems.
Conduct agent observation and provide feedback.
Assist in the development and tracking of employee incentive programs.
Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
Perform other duties as assigned.

Job Requirements:

Knowledge, Skills and Abilities:
An assertive, well-organized self-starter with demonstrated sales experience
Management experience in customer service (or sales or on line retail where relevant) desirable
A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
A detail-oriented professional with exceptional written and verbal communication skills
Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer
service
Demonstrate behaviors that support high quality standards
Recognize trends and escalate information as appropriate
Problem solving skills; linear and troubleshooting
Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure
needs and expectations are satisfied
Proven track record of success to motive sales/service professionals and exceed performance metrics
Present information effectively and persuasively across various communication channels
Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status
quo.
Tolerate stressful situations well
Project a positive and professional image
College/Associates Degree or Bachelor's Degree in related field (preferred)

Majorel Philippines Corp.

is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.

Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.
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