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 global footprint spans 31 countries across five continents, with 60,000+ people and 60 languages, enabling flexible CX solutions that leverage cultural nuance for true excellence. We have deep domain expertise in tech-augmented front-to-back-office CX, 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. Our culture of entrepreneurship—relentless, resourceful, resilient and agile—drives the Majorel difference 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 multiple channels (e.g., inbound/outbound calls, chat, email, social media) or back-office work for end customers (B2C and/or B2B), which may include pre-sales, post-sales, billing and support as per LOB (SOW) specifications. The 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 – online and offline.
• Assist agents with customer interaction in situations requiring special handling, including taking 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.
• Keep agents informed of operational changes.
• Conduct employee briefings and meetings.
• Ensure service level standards are met.
• Monitor system performance and initiate actions to correct 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 capable of anticipating and identifying customer needs and decisively solving problems.
• A detail-oriented professional with exceptional written and verbal communication skills.
• Ability to redirect and coach for improvement, and gauge user ability to adjust delivery accordingly.
• Professional customer service skills: solutions mindset, helping nature, passion for customer service.
• Demonstrates behaviors that support high quality standards.
• Recognizes trends and escalates information as appropriate.
• Problem solving skills; linear thinking and troubleshooting.
• Strong customer service orientation with responsibility to follow up to ensure needs are met.
• Proven track record of motivating sales/service professionals and exceeding performance metrics.
• Present information effectively across various communication channels.
• Problem solving to gather and analyze information to develop effective solutions; challenges the status quo.
• Tolerates stressful situations well.
• Projects a positive and professional image.
• College/Associate 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.