Call Center Supervisor Ii

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Job Description Summary

Multiple postings for Customer Service / Call Center Supervisors in Manila and surrounding areas. Roles involve leading and coaching call center agents, managing workflows, ensuring service levels, handling escalations, and driving continuous improvement. Responsibilities and qualifications vary by posting but share common expectations around team leadership, customer service excellence, and operational reliability.

Responsibilities (core responsibilities common across postings)
  • Lead, coach, and develop call center or customer service teams to meet performance targets and provide excellent service.
  • Monitor and evaluate agent performance; provide coaching, training, and performance feedback; implement corrective actions as needed.
  • Schedule staffing to meet forecasted volumes; manage rosters and real-time workload adjustments; ensure SLA adherence.
  • Handle complex or sensitive customer issues/escalations and coordinate with internal teams (tech, sales, parts, scheduling, QA) as required.
  • Ensure adherence to policies, procedures, and quality standards; drive process improvements and SOP updates.
  • Prepare and present performance data, reports, and insights to management and client/stakeholder forums.
  • Maintain data privacy and appropriate handling of customer information.
  • Foster a high-performance, customer-focused culture and collaborate cross-functionally to improve customer experience.
Qualifications (selected highlights from postings)
  • Education: Bachelor’s degree or equivalent; management experience preferred for higher-level roles.
  • Experience: Generally 2–5+ years in call center/customer service with 1–3+ years in a supervisory or leadership role.
  • Technical: Proficiency with MS Office; familiarity with CRM systems (e.g., Salesforce, HubSpot) and case/workflow tools (e.g., ServiceNow) is a plus.
  • Skills: Excellent written and verbal communication; strong problem-solving, analytical, and customer service skills; ability to coach and motivate, with attention to detail.
  • Other: Ability to work in a fast-paced environment; flexibility for shifts as required; some postings note on-site or 5-day in-office expectations and potential travel or shift rotation.
Experience & Industry Preferences
  • Experience in BPO, healthcare, manufacturing, optical, or related industries is advantageous depending on the posting.
  • Experience with billing, CRM, or order management systems and data analysis is beneficial.
Job Types & Benefits (typical highlights from postings)
  • Full-time or permanent roles; some postings mention fixed-term or on-site requirements.
  • Benefits commonly listed: health and life insurance, paid training, opportunities for promotion to permanent status, and on-site parking.
Locations

Manila and surrounding areas; other postings reference Taguig, Mandaluyong, and NCR regions. Specific posting locations may vary by role.

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