Call Center Supervisor
4 weeks ago
The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and if necessary any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is also the team’s point of contact for escalations and is obligated to notify the Operations Manager of all issues arising from both external and internal customers.
- Review and monitor the daily activities and performance of the team, which includes attendance, call coverage, claim procedures and quality standards.
- Track, report and maintain quality, attendance, productivity and service measures.
- Accountable for ensuring that the team meets client metric obligations.
- Handle escalated customer claims as needed.
- Notify the Operations Manager on a daily basis of all issues that arise from the customers and the employees.
- Conduct informal and formal performance reviews and do corrective action as necessary.
- Conduct the performance evaluation process and administer progressive discipline as necessary.
- Attend client and/or program specific meetings and provide recommendations for program and call center improvements.
- Contribute to decisions related to systems, tools and processes.
- Assist the Manager and the HRD by reporting changes due to employee work schedules, voluntary and involuntary terminations, leave of absence requests, vacation and illness.
- Develop Experts customer service capability through regular coaching (using the Asurion ADAPT model) including providing them with the practical tools to proactively manage their call quality
- Conduct call assessments and in the game / moment feedback for our Experts to ensure the center consistently meets the expectations of the quality framework
- Provide floor support for the center and refer to other colleagues / departments where appropriate
- Ensure all Experts understand, implement and operate within company policies and operating procedures Ensure all direct reports understand Asurion’s mission, vision and strategic business initiatives (this includes ensuring any changes are communicated accurately in a timely manner)
- Carry out performance management activity where required including performance improvement plans (PIPs) through to formal disciplinary ensuring consistency across the center
- Build and maintain a high level of morale in teams to assist with productivity including conducting regular R&R activity
- Act as a role model of Asurion’s core values and leadership principles, ensuring all Experts understand and embrace them as part of their everyday actions
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Call Center Supervisor
4 weeks ago
Mabalacat, Philippines Asurion Full timeOverview The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and, if necessary, any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is the team’s point of contact for...
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CNX Call Center
3 weeks ago
Mabalacat, Philippines Stackph Full timeHIRING NOW! CALL CENTER AGENTS – WAVE 1 ONE-DAY VIRTUAL PROCESS – Apply today, get processed right away! START ASAP – LIMITED SLOTS ONLY! Position: Call Center Agent What We Offer: Salary package up to ₱27,000 HMO coverage upon regularization Monthly incentives & performance bonuses No BPO experience required – Fresh graduates are...
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CNX Call Center
4 weeks ago
Mabalacat, Philippines Stackph Full timeHIRING NOW! CALL CENTER AGENTS – WAVE 1 ONE-DAY VIRTUAL PROCESS – Apply today, get processed right away! START ASAP – LIMITED SLOTS ONLY! Position: Call Center Agent What We Offer: Salary package up to ₱27,000 HMO coverage upon regularization Monthly incentives & performance bonuses No BPO experience required – Fresh graduates are...
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Remote Call Center Representative
7 days ago
Mabalacat, Philippines MCI Full timePosition Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We’re looking for enthusiastic Remote Call Center...
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Director Call Center Operations
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Mabalacat, Philippines Asurion Full timeAs Director, Call Center Operations you are highly visible, dynamic, and not shy of results. In this leadership role, you foster healthy relationships with internal business partners, and promote a healthy work/life balance. You value a people-oriented culture and encourage collaboration and teamwork. You are gratified when setting employees on professional...
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Director, Call Center Operations
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Mabalacat, Philippines Asurion Full timeDirector, Call Center Operations Apply type: Onsite | Location: Clark Freeport | Type: Full time | Posted: 30+ Days Ago | Job Requisition ID: ASU Director, Call Center Operations For more than 25 years, Asurion has been a leader in innovation, creating a culture where employees feel valued. We help people do more with their technology and stay connected. We...
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CNX Call Center Representative
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Mabalacat, Philippines GDV Sourcing Full timeHIRING NOW! CALL CENTER AGENTS – WAVE 1 SM Clark, Pampanga ONE DAY VIRTUAL PROCESS! START ASAP – LIMITED SLOTS ONLY! What We Offer: Salary package up to ₱27,000 HMO, Monthly Incentives, and Performance Bonuses No BPO experience required – Fresh grads welcome! 100% Virtual Hiring Process Initial Interview via Phone Call Only Location: SM...
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CNX Call Center Representative
3 weeks ago
Mabalacat, Philippines GDV Sourcing Full timeHIRING NOW! CALL CENTER AGENTS – WAVE 1 SM Clark, Pampanga ONE DAY VIRTUAL PROCESS! START ASAP – LIMITED SLOTS ONLY! What We Offer: Salary package up to ₱27,000 HMO, Monthly Incentives, and Performance Bonuses No BPO experience required – Fresh grads welcome! 100% Virtual Hiring Process Initial Interview via Phone Call Only Location: SM...
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Remote Call Center Representative
4 weeks ago
Mabalacat, Philippines MCI Full timePosition Overview MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We’re looking for enthusiastic Remote Call Center...
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Remote Call Center Representative
4 weeks ago
Mabalacat, Philippines MCI Full timeOverview POSITION OVERVIEW MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We’re looking for enthusiastic Remote Call...
