Clark | Operations Supervisor

Overview

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 global footprint spans 31 countries across five continents, with 60,000+ people and 60 languages, enabling flexible solutions that leverage our expertise in cultural nuance for true CX excellence. 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 Majorel difference lies in our culture of entrepreneurship, with a focus on being relentless, resourceful, resilient and agile – working together as One Team to deliver reliability and digital transformation in a changing world.

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 such as pre-sales, post-sales, billing and support, as per LOB (SOW) specifications. This role supports frontline agents by handling consult calls and escalations.

• Oversee and supervise a team of agents.
• 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/tasks in the absence of subordinates/co-workers.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• An assertive, well-organized self-starter with demonstrated sales experience.
• Management experience in sales or online retail 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 to 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 motivating sales/service professionals and exceeding performance metrics.
• Present information effectively and persuasively across various communication channels.
• Problem solving to gather and analyze information and use it to develop effective solutions; challenge status quo.
• Tolerate stressful situations well.
• Project a positive and professional image.
• College/Associate’s 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, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.