Supervisor, Operations

4 weeks ago

LapuLapu, Philippines ResultsCX Full time

Overview

Join to apply for the Supervisor, Operations role at ResultsCX in Lapu-Lapu, Central Visayas, Philippines. ResultsCX is a premier customer experience partner serving Fortune 100 and 500 companies, delivering digitally influenced customer journeys and actionable analytics.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

What will you be doing?

The Supervisor provides world-class support to Call Center Agents and clients’ customers, and consistently drives to exceed performance targets. The supervisor supports and develops agents by delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

How will you make a difference?
  • Directly manage a team of 10 or more agents, including input on hiring, discipline, discharge, and ensuring accuracy of payroll documentation
  • Identify, prioritize, and coach agent development areas
  • Document account resolutions, issues, and general notes
  • Assist agents with functionality and basic troubleshooting of product or account issues
  • Maintain target levels of performance required by the client
  • Maintain up-to-date product and procedural knowledge via emails, meetings, trainings, and briefings
  • Provide motivational techniques to promote team building and morale
  • Foster a positive team environment
  • Multitask, listen, input data, probe, and provide solutions to agents
  • Ensure agent reference materials are up to date
  • Undertake general duties or additional tasks as required
  • Conduct mandatory phone call monitoring and desk-side coaching to ensure required customer service at all times
  • Ensure agents have working equipment and resources to do their job
To join our team, you need
  • Consistent attendance and punctuality
  • Experience as a Mentor
  • Ability to exceed KPIs
  • Proficient knowledge of inbound contact center environment
  • Excellent phone skills, customer service skills, analytical and troubleshooting expertise
  • Solid verbal and written communication skills
  • Ability to multi-task, handle escalated calls and upset customers professionally
  • Flexible schedule
  • Ability to develop and motivate a team
  • Strong listening, probing, negotiation and de-escalation skills
Why join our ResultsCX team?
  • Employee performance incentives and prizes
  • Frequent employee events and a positive workplace culture
  • Healthcare benefits
  • Paid training
  • Opportunity to grow with ResultsCX
About ResultsCX

ResultsCX is a premier customer experience partner with a 30+-year track record and a global footprint of more than 20 geographic hubs and approximately 20,000 colleagues. Our core expertise includes actionable analytics, CCaaS, and our SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences for our clients.

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