Operations Supervisor

4 weeks ago

Taguig, Philippines Teleperformance Full time

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 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 elevate 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. #J-18808-Ljbffr

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