Customer Service Team Supervisor

2 months ago


Davao City, Davao, Philippines TORCH Solutions Full time

Job Summary

TORCH Solutions is seeking a highly skilled and experienced Customer Service Team Supervisor to lead our customer service team. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of the team, including scheduling, monitoring performance, and providing coaching and feedback.

Key Responsibilities

  • Oversee the day-to-day operations of the customer service team, including scheduling and monitoring performance
  • Provide coaching and feedback to team members to ensure they are meeting performance expectations
  • Implement and enforce customer service policies and procedures to ensure consistent and exceptional service delivery
  • Identify and address training needs for the team, and facilitate skill development and knowledge sharing
  • Collaborate with other teams and departments to resolve customer issues and achieve overall business objectives
  • Analyse team and individual performance metrics to identify areas for improvement and implement effective strategies
  • Foster a positive and engaging team culture, and promote a customer-centric mindset

Requirements

  • Minimum of 1 year of experience in a customer service supervisory or team leadership role
  • Strong communication and interpersonal skills, with the ability to effectively coach and motivate a team
  • Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality service
  • Proficient in using customer service management tools and data analysis to drive performance improvements
  • Familiarity with call centre operations and a deep understanding of customer service best practices
  • A positive and proactive attitude, with a commitment to continuously improving processes and team performance

What We Offer

  • Competitive salary and performance-based bonuses
  • Comprehensive health and wellness benefits, including medical and dental coverage
  • Opportunities for professional development and career advancement
  • A collaborative and supportive team culture that values work-life balance
  • Access to state-of-the-art technology and resources to excel in your role


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