Customer Support Supervisor

1 day ago

Philippines 360training Full time

Customer Support Supervisor (On-site, Graveyard Shift) 360training is seeking a Customer Support Supervisor to join our growing team in Manila, Philippines. We are looking for a strong candidate with an extensive call center background who really understands how to manage people and systems. A person who has a passion to go above and beyond to enhance the customer experience and who has energy, is self-driven, and wants to spend their time coaching their team to success. The Customer Support Supervisor will be responsible for leading customer related activities for the Customer Support Group and developing the department and its members with the assistance of lead agents within the department. Key Job Functions and Responsibilities Provide leadership, orientation, training, coaching, and mentoring to departmental staff. Assist with performance evaluations and disciplinary actions. Determine, coordinate and supervise daily staffing assignments and staffing levels to ensure department service levels are met and exceeded. Ensure staff compliance with departmental and organizational policies, procedures and protocols. Work collaboratively with leadership to meet and exceed call center performance standards. Manage and oversee a team of call center agents. Motivate agent growth and performance through weekly coaching interactions. Answer and support agent questions and escalations. Drive quality customer experiences by listening and monitoring agent interactions. Track agent attendance to drive consistent capacity. Assist with onboarding process. Assist members by taking calls/chats during times of peak volume. Hold your team accountable to company policies and procedures. Required Knowledge, Skills, and Abilities A College Graduate of any Business-Related course. 6 months to 1 year of work-related experience is a plus but not required. Advanced proficiency in Microsoft Excel, Word, and PowerPoint. Seniority Level Mid-Senior level Employment Type Full-time Job Function Other Industries E-Learning Providers Referrals increase your chances of interviewing at 360training by 2x #J-18808-Ljbffr

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