Clark | Operations Supervisor

4 weeks ago

Angeles, Philippines Majorel Full time

We design, build, and deliver end-to-end Customer Experience (CX) solutions for many of the world’s most respected digital-born and industry-leading brands. Our global footprint spans 31 countries across five continents, with over 60,000 employees speaking 60 languages, enabling us to provide flexible, culturally nuanced solutions that deliver true CX excellence. We possess deep expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting, and innovative proprietary digital solutions tailored for various industry verticals. As a global leader in Content Services, Trust & Safety, the 'Majorel difference' lies in our entrepreneurial culture—relentless, resourceful, resilient, and agile—working together as One Team to drive digital transformation and reliability in a constantly evolving world.

Position Summary

This role involves managing customer service operations across multiple channels (inbound and outbound calls, chat, email, social media, etc.) for end customers (B2C and B2B). Responsibilities include supporting frontline agents through handling consult calls, managing escalations, supervising teams, and other related duties.

Overall Responsibilities

  • Supervise and oversee a team of agents.
  • Participate in training sessions and stay updated on new information and procedures.
  • Transfer knowledge of tools and workflows to team members.
  • Develop and streamline operational procedures.
  • Coach, motivate, recognize, and discipline team members as needed.
  • Provide quality service to internal and external customers across various channels.
  • Assist agents with complex customer interactions.
  • Maintain open communication between agents, supervisors, and management.
  • Ensure adherence to policies, procedures, and company programs.
  • Monitor and report on agent attendance, performance, and productivity.
  • Prepare accurate reports and ensure service level standards are met.
  • Manage system performance and troubleshoot issues.
  • Conduct agent observations and provide feedback.
  • Support employee incentive programs and departmental duties in absence of team members.
  • Perform additional duties as assigned.

Job Requirements

Knowledge, Skills, and Abilities:

  • Assertive, well-organized self-starter with sales experience.
  • Management experience in customer service or related fields is desirable.
  • Proactive with strong problem-solving skills and customer needs anticipation.
  • Exceptional communication skills, both written and verbal.
  • Ability to coach, redirect, and adapt delivery based on user ability.
  • Professional customer service orientation with a solutions mindset.
  • Ability to recognize trends and escalate issues appropriately.
  • Strong troubleshooting and problem-solving skills.
  • Commitment to high-quality standards and responsibility for follow-up.
  • Experience motivating sales/service teams and exceeding performance metrics.
  • Effective presentation skills across communication channels.
  • Ability to analyze information and develop effective solutions.
  • Resilience in stressful situations and a positive professional demeanor.
  • College or Bachelor’s Degree in a related field preferred.

Majorel Philippines Corp. is an Equal Opportunity Employer, committed to non-discrimination in all employment aspects, including race, gender, age, disability, and other protected classes.

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