Customer Experience Operations Supervisor

3 days ago

LapuLapu City, Central Visayas, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000
Job Summary

We are seeking a seasoned operations supervisor to lead a high-performing team of customer service agents. This is an exciting opportunity for an experienced professional to leverage their expertise in call center management, coaching, and development.

The successful candidate will provide world-class support to our clients' customers, consistently driving performance targets and exceeding expectations. They will be responsible for directing a team of 10 or more agents, including input on hiring, discipline, discharge, and payroll documentation.

This role requires strong leadership, communication, and problem-solving skills. The ideal candidate will be able to multitask, handle escalated calls, and develop and motivate a team to achieve exceptional results.

Main Responsibilities
  • Directly manage a team of customer service agents, including coaching, mentoring, and developing their skills.
  • Identify, prioritize, and address agent development areas to ensure consistent high performance.
  • Document account resolutions, issues, and general notes to maintain accurate records.
  • Assist agents with functionality and troubleshooting of product or account issues for customers.
  • Maintain target levels of performance required by our clients.
  • Maintain up-to-date product and procedural knowledge through regular training and updates.
  • Provide motivational techniques to promote team building and increase morale.
  • Help maintain a positive team environment.
  • Multitask, listen, input data, probe, and provide solutions to agents.
  • Ensure agent reference materials are current.
  • Undertake additional tasks as needed to support the business.
Necessary Skills and Qualifications
  • Strong leadership and coaching skills.
  • Ability to exceed key performance indicators (KPIs).
  • Proficient knowledge of inbound contact center operations.
  • Excellent phone skills, customer service skills, analytical, and troubleshooting expertise.
  • Solid verbal and written communication skills.
  • Ability to multi-task, handle escalated calls, and develop and motivate a team.
  • A flexible schedule.
  • Ability to grow and develop with our company.
Benefits
  • Competitive salary and benefits package.
  • Paid training and development opportunities.
  • Frequent employee events and activities.
  • Opportunities for career growth and advancement.
About Us

We are a leading provider of customer experience solutions to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that drive satisfaction and loyalty while reducing costs. Our commitment to excellence and customer-centric approach has driven our success and growth.

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