Customer Service Supervisor

2 weeks ago

Manila, Philippines Convergint Asia Pacific Full time

Customer Service Supervisor - BGC, Taguig, Philippines

Convergint is a leading global systems integrator dedicated to achieving service excellence. Our culture is shaped by our Values and Beliefs and drives us to be the premier service provider for our customers.

Overview

The Service Operations Supervisor will be responsible for ensuring the smooth and efficient delivery of services to customers. The role focuses on overseeing day-to-day service delivery, meeting customer requirements, and ensuring service delivery meets or exceeds customer expectations.

Responsibilities
  • Develop and implement policies and procedures for service delivery to meet or exceed customer expectations.
  • Manage day-to-day service delivery operations, including scheduling of staff, resources, and equipment.
  • Monitor service delivery performance and ensure SLAs are met or exceeded.
  • Collaborate with cross-functional teams (sales, marketing, customer support) to develop and implement service delivery strategies.
  • Build and maintain strong customer relationships, including conducting regular customer satisfaction surveys to identify areas for improvement.
  • Develop and maintain reports and dashboards to monitor service delivery performance and identify trends.
  • Provide performance reviews to the SOC team and manage use of resources with corrective actions as needed.
  • Develop and manage budgets for service delivery, including forecasting, tracking, and reporting on expenses.
  • Lead and develop a team of service delivery professionals, including coaching, mentoring, and training.
  • Ensure compliance with relevant regulations and standards for service delivery and develop security policies.
Requirements
  • Bachelor's degree in business administration, management, or a related field.
  • 5+ years of experience in service delivery management, preferably in a customer-facing environment.
  • Excellent communication, interpersonal, and leadership skills.
  • Strong analytical and problem-solving abilities.
  • Ability to manage multiple projects simultaneously.
  • Proven experience managing and developing a team.
  • Experience with service delivery metrics, tools, and techniques.
  • Knowledge of relevant regulations and standards for service delivery.

Interested candidates may send your updated resume indicating reasons for leaving, last drawn salary, expected salary, and date of availability.

We thank all applicants for your interest and regret to inform that only shortlisted candidates will be notified.

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