Call Center Supervisor

4 weeks ago

Mabalacat, Philippines Asurion Full time

Overview

The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and, if necessary, any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is the team’s point of contact for escalations and is obligated to notify the Operations Manager of all issues arising from both external and internal customers.

Key Accountabilities
  • Review and monitor the daily activities and performance of the team, which includes attendance, call coverage, claim procedures and quality standards.
  • Track, report and maintain quality, attendance, productivity and service measures.
  • Accountable for ensuring that the team meets client metric obligations.
  • Handle escalated customer calls as needed.
  • Notify the Operations Manager on a daily basis of all issues that arise from the customers and the employees.
  • Monitor associate calls for quality standards and provide constructive feedback.
  • Support training programs and coach toward performance improvement of associates.
  • Conduct informal and formal performance reviews and do corrective action as necessary.
  • Conduct the performance evaluation process and administer progressive discipline as necessary.
  • Attend client meetings and provide recommendations for program and call center improvements.
  • Contribute to decisions related to systems, tools and processes.
  • Assist the Manager and the HRD by reporting changes due to employee work schedules, voluntary and involuntary terminations, leave of absence requests, vacation and illness.
Experience, Skillsets and Personal Competencies
  • Experience
    • At least 2 to 5 years of experience in coaching and supervision.
    • Previous call center and/or insurance experience.
    • High proficiency in the English language.
  • Technical
    • Computer literate with an intermediate skill level in the use of MS Office.
    • Knowledge of billing systems
  • Core and Leadership
    • plan and organize work of others
    • drive performance execution and results
    • problem-solving and decision making
    • motivation and development of others
    • support collaboration
    • display leadership courage
    • divine discontent
    • intellectual horsepower and learning agility
    • display credibility and influence
  • Functional
    • Ability to read, write, analyse and interpret instructions, professional documents and business publications
    • Ability to write correspondence, reports and/or manuals and effectively present information to clients, employees and management.
  • Technical
    • Ability to become proficient in a variety of call center applications.
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