Customer Service Team Leader

1 week ago

Makati City, National Capital Region, Philippines beBeeSupervisor Full time ₱1,200,000 - ₱2,400,000
Job Overview

This role oversees daily activities of a team, ensuring they meet high standards. The supervisor maintains productivity, quality, and schedule adherence through regular meetings and coaching sessions. They also provide training on systems and processes, including communication and customer service.

Key Responsibilities
  • Deliver exceptional customer service by effectively leading a team of well-trained customer service agents.
  • Ensure compliance with internal and external specifications and standards.
  • Develop measures to improve productivity, performance, quality, and career paths for customer service agents.
  • Communicate policy updates and company information through team meetings and one-on-one development sessions.
  • Monitor key performance indicators for customer service agents.
  • Assist in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration.
  • Document coaching/development sessions, including corrective actions and performance improvement plans.
  • Interact with cross-functional support groups to manage day-to-day operations.
  • Perform daily administrative duties, such as time card administration and payroll.
  • Identify and resolve operational problems using defined processes and expertise.
  • Act professionally in appearance, conduct, coworker interactions, and promptness.
  • Maintain confidentiality of assignment-related information.
  • Participate in self-evaluations and quarterly center evaluation programs.
Required Skills and Qualifications
  • High School Diploma or General Equivalency Diploma
  • Excellent communication and supervisory skills
  • Strong interpersonal and communication skills
  • Bachelor's degree
  • Basic understanding of Word, Excel, and/or MS office suite

The organization provides equal employment opportunity to all individuals regardless of their characteristics protected by law.

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