Call Center Supervisor

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Customer Service Supervisor

Posted today

Summary: We are seeking a Customer Service Supervisor to manage the Customer Service Unit and handle customer queries and complaints via hotline, social media, and email channels. The role includes processing route or parcel modifications and escalating complaints across multiple communication channels.

Responsibilities
  • Lead and supervise the Customer Service Unit; ensure CSRs and TLs provide top-notch customer service.
  • Track and document employee time, schedule, and agent performance; assist in reviewing performance to meet or exceed goals.
  • Provide quality insights to optimize support logic and inform training to bridge knowledge gaps.
  • Monitor calls and other channels to drive performance improvements; ensure alignment with organizational goals.
  • Communicate changes, distribute procedure updates timely, and identify root causes for training, process, and policy improvements.
  • Plan and conduct team meetings to calibrate knowledge, performance, and motivation; coordinate with supporting departments.
  • Ensure SLA and contractual compliance; manage data privacy requirements; coordinate with QA, Training, and Claims & Arbitration units for SOP improvements.
  • Lead cross-functional collaboration with Sales, Technical Support, and other departments to resolve issues and improve customer experience.
  • Prepare and present data for internal and client governance forums; drive a culture of high performance and continuous improvement.
Qualifications
  • Graduate of any 4-year course; at least 2–5 years of customer service experience with supervisory/leadership responsibilities.
  • Experience in call center, eCommerce, Logistics, BPO, or related fields preferred.
  • Excellent written and verbal communication; strong customer service and interpersonal skills.
  • Ability to handle multiple projects under pressure; proficient in Microsoft Office; familiarity with CRM/ERP systems is a plus.
Skills & Abilities
  • Leadership, coaching, mentoring, and team development
  • Problem solving, analytical thinking, and attention to detail
  • Operational monitoring, quality assurance, and performance management
  • Stakeholder management and cross-functional collaboration
  • Adaptability to fast-paced environments and a guest-first mindset
Benefits
  • Health insurance
  • Life insurance
  • On-site parking
  • Paid training
  • Promotion to permanent employee
Location

Taguig, National Capital Region

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