Operations Supervisor
5 days ago
Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution. Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates work flow. Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.). Ensures that reporting is accurate and is completed in a timely manner. Manages call list including verifying tracking processes, contact attempts, etc. Resolves systems problems that may affect departmental standards. What Are We Looking For in This Role? Preferably Bachelor's Degree Typically a minimum of 3 years as a Supervisor / Team Lead in a FinTech/BPO set-up Amenable to work in shifting / rotational schedule Willing to work onsite in Vertis North, Quezon City Minimum Qualifications: Preferably Bachelor's Degree Typically a minimum of 3 years as a Supervisor / Team Lead in a FinTech/BPO set-up Amenable to work in shifting / rotational schedule Willing to work onsite in Vertis North, Quezon City What Part Will You Play? Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members. Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions. Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met. Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules to effectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level. Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action. Suggests improvement to products and services for future needs. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service #J-18808-Ljbffr
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Operations Supervisor
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Quezon City, Philippines RELX Full timeRELX Quezon City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Operations Supervisor - Marketing role at RELX RELX Quezon City, National Capital Region, Philippines 1 week ago Be among the first 25 applicants Join to apply for the Operations Supervisor - Marketing role at RELX Get AI-powered advice on this...
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Operations Supervisor
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Quezon City, Philippines Tenet Healthcare Full timeJoin to apply for the Operations Supervisor role at Tenet Healthcare . The Supervisor is responsible for the supervision and leadership of the Patient Account Representatives, both on‑site and telecommuters. The role directly manages interviewing, hiring, training, scheduling, and monitoring of staff as well as all aspects of A/R Management and Performance...
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Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full timeTASQ is looking to hire a Japanese Operations Supervisor for a position in Quezon City. The initial pre-screening interview will be conducted via phone. **Position Overview: Japanese Operations Supervisor (Eastwood)** - **Work Schedule:** Monday to Friday, from 8 AM to 5 PM, with minimal overtime of 30 minutes to 1 hour depending on business demands....
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Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full timeTASQ is looking to fill an on-site position for a Japanese Operations Supervisor ASAP .The pre-screening interview will take place over the phone About the job Japanese Operations Supervisor (Eastwood) Work Schedule: Monday to Friday, 8am - 5pm with minimal OT of 30 mins to 1 hour depending on the business needs Responsibilities: Supervise 15 bilingual...
