Call Center Supervisor

1 day ago

Iloilo City, Western Visayas, Philippines Asurion Full time

Call Center Supervisor/Coach leads a team of associates by monitoring and managing daily activities and performance. The Coach provides constructive feedback and corrective action as needed to ensure the team meets client metric obligations daily. The Coach is the team's point of contact for escalations and informs the Operations Manager of issues arising from both external and internal customers.

Key Responsibilities
  • Review and monitor the daily activities and performance of the team, including attendance, call coverage, claim procedures and quality standards.
  • Track, report and maintain quality, attendance, productivity and service measures.
  • Ensure the team meets client metric obligations.
  • Handle escalated customer calls as needed.
  • Notify the Operations Manager daily of all issues from customers and employees.
  • Monitor associate calls for quality standards and provide constructive feedback.
  • Support training programs and coach toward performance improvement of associates.
  • Conduct informal and formal performance reviews and take corrective action as necessary.
  • Conduct the performance evaluation process and administer progressive discipline as necessary.
  • Attend client meetings and provide recommendations for program and call center improvements.
  • Contribute to decisions related to systems, tools and processes.
  • Assist the Manager and the HRD by reporting changes due to employee work schedules, terminations, leaves of absence, vacation and illness.
Experience, Skillsets and Personal Competencies
  • At least 2 to 5 years of experience in coaching and supervision.
  • Previous call center and/or insurance experience.
  • High proficiency in the English language.
  • Computer literate with an intermediate skill level in the use of MS Office.
  • Knowledge of billing systems
  • Core and Leadership
    • plan and organize work of others
    • drive performance execution and results
    • problem-solving and decision making
    • motivation and development of others
    • support collaboration
    • display leadership courage
    • divine discontent
    • intellectual horsepower and learning agility
    • display credibility and influence
  • Functional
    • Ability to read, write, analyse and interpret instructions, professional documents and business publications
    • Ability to write correspondence, reports and/or manuals and effectively present information to clients, employees and management.
  • Technical
    • Ability to become proficient in a variety of call center applications.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting

#J-18808-Ljbffr

  • Call Center Supervisor

    6 days ago

    Iloilo City, Western Visayas, Philippines Asurion Full time $104,000 - $130,878 per year

    The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and if necessary any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is also the team's point of contact for...

  • Call Center Supervisor

    4 days ago

    Iloilo City, Western Visayas, Philippines Asurion Full time

    The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and if necessary any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is also the team's point of contact for...

  • Executive Call Center Team Leader

    24 hours ago

    Iloilo City, Western Visayas, Philippines beBeeLeadership Full time $55,000 - $75,000

    Lead Call Center Supervisor RoleWe are seeking an experienced Lead Call Center Supervisor to oversee the daily activities and performance of our team. The ideal candidate will have a strong background in coaching and supervision, with a proven track record of driving performance execution and results.Key ResponsibilitiesMonitor and manage daily activities...

  • Call Center Agent

    7 days ago

    Iloilo City, Western Visayas, Philippines TASQ Staffing Solutions Full time ₱104,000 - ₱130,878 per year

    TASQ is hiring call center agents in Iloilo City The pre-screening interview will be conducted over the phone, so please ensure your line is open. We are looking for English-speaking call center agents to join our on-site team in Iloilo City starting April 28. Candidates applying for the healthcare account should have completed at least 2 years of college...

  • Call Center Agent

    7 days ago

    Iloilo City, Western Visayas, Philippines TASQ Staffing Solutions Full time ₱104,000 - ₱130,878 per year

    TASQ is seeking call center agents in Iloilo City The pre-screening interview will be conducted via phone, so please make sure your line is available. We are looking for English-speaking call center agents to join our on-site team in Iloilo City. Candidates who wish to apply for the healthcare account should have completed at least 2 years of college...

  • Call Center Agent

    7 days ago

    Iloilo City, Western Visayas, Philippines TASQ Staffing Solutions Full time ₱104,000 - ₱130,878 per year

    TASQ is Hiring Call Center Agents in Iloilo City TASQ is seeking English-proficient call center agents to join our on-site team in Iloilo City on April 28.Applicants must have completed at least 2 years of college and have at least 1 year of BPO experience in an international voice account.Applicants must also be willing to work on site in Mandurriao, Iloilo...

  • Call Center Agent

    7 days ago

    Iloilo City, Western Visayas, Philippines Neksjob Iloilo Full time ₱30,000 - ₱300,000 per year

    Neksjob Iloilo is hiring a Full time Call Center Agent role in Mandurriao, Western Visayas. Apply now to be part of our team.Job summary:Flexible hours available1 year of relevant work experience required for this roleExpected salary: ₱25,000 per monthQualifications:6 months of call center experienceHigh School or Senior High School graduateBasic computer...

  • Call Center Professional

    9 minutes ago

    Iloilo City, Western Visayas, Philippines beBeeRepresentative Full time ₱800,000 - ₱1,000,000

    Job DescriptionMCI is a leading Business Process Outsourcing company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We have established ourselves as a trusted partner in the industry.We are seeking enthusiastic Call Center Representatives to support inbound and outbound customer service initiatives for a range of...

  • Call Center Senior Manager

    1 hour ago

    Iloilo City, Western Visayas, Philippines beBeeLeadership Full time ₱2,000,000 - ₱3,000,000

    Senior Call Center Operations ManagerThe ideal candidate will lead appointment-setting operations, ensure service quality and deliver agreed-upon performance outcomes.Key ResponsibilitiesProvide call center leadership to oversee and guide appointment-setting activities with high productivity and efficiency.Deliver coaching, performance feedback and process...

  • Call Center Representative

    7 days ago

    Iloilo City, Western Visayas, Philippines Neksjob Iloilo Full time ₱300,000 per year

    Neksjob Iloilo is hiring a Full time Call Center Representative role in Mandurriao, Western Visayas. Apply now to be part of our team.Job summary:Flexible hours available1 year of relevant work experience required for this roleExpected salary: ₱25,000 per month