Account Supervisor

7 days ago

Bacolod, Philippines Global Strategic Full time

Responsibilities

  • Review and analyze program performance metrics to identify needs and opportunities for improvement.
  • Provide written performance appraisals, setting clear objectives and expectations for team members.
  • Act as a key escalation point for front-line team members to address and resolve operational issues effectively.
  • Identify program-related issues and oversee the resolution process, ensuring timely and effective communication.
  • Maximize the potential of team members through coaching, mentorship, and effective performance management techniques.
  • Track client issues, maintain correspondence, and ensure timely resolution to enhance overall client satisfaction.
  • Support organizational goals by implementing and facilitating processes that promote continuous improvement, leading to enhanced service quality and reduced operating expenses.
  • Regularly review and optimize workflows to ensure efficiency and effectiveness in service delivery.
Qualifications
  • Bachelor’s degree in Business Administration, Operations Management, or a related field.
  • Proven experience in operations management within a BPO environment, with a strong understanding of operational processes.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong analytical and problem-solving skills to interpret performance data and implement improvements.
  • Ability to manage client relationships and effectively address escalated issues.
  • Experience communicating with clients in the United States is a plus.
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