Operations Leadership Position

1 day ago

Pasig, National Capital Region, Philippines beBeeSupervisor Full time ₱180,000 - ₱250,000
Job Overview

We are seeking a highly motivated and experienced supervisor to join our team.

The successful candidate will be responsible for leading a team of agents, providing coaching and development opportunities, and ensuring excellent customer service delivery.

Key Responsibilities:
  • Manage a team of 10 or more agents, including hiring, discipline, discharge, and payroll documentation.
  • Identify, prioritize, and coach agent development areas.
  • Document account resolutions, issues, and general notes.
  • Assist agents with product or account issues for customers.
  • Maintain target levels of performance required by clients.
  • Keep up-to-date with product and procedural knowledge.
  • Use motivational techniques to promote team building and increase morale.
  • Multitask and provide solutions to agents.
  • Ensure all Agent reference materials are current.
  • Conduct mandatory call monitoring and desk-side coaching.
  • Ensure agents have necessary equipment and resources.
Requirements
  • Consistent attendance and punctuality.
  • Experience as a mentor.
  • Ability to exceed KPIs.
  • Proficient knowledge of inbound contact center environment.
  • Excellent phone, customer service, analytical, and troubleshooting skills.
  • Strong verbal and written communication skills.
  • Ability to multitask, handle escalated calls, and manage upset customers professionally.
  • A flexible schedule.
  • Ability to develop and motivate a team.
  • Excellent listening, probing, negotiation, and de-escalation skills.
Benefits
  • Employee performance incentives and prizes.
  • Frequent employee events, games, parties, and fun activities.
  • Healthcare benefits.
  • Paid training.
  • Opportunity to grow with the organization.

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