Support Team Manager

3 days ago

Manila, National Capital Region, Philippines beBeeCommunication Full time ₱400,000 - ₱600,000

Job Title: Customer Support Supervisor

Job Description

The Customer Support Supervisor will be responsible for leading customer-related activities for the Customer Support Group and developing the department and its members with the assistance of lead agents within the department.

Key Job Functions and Responsibilities:
  • Provide leadership, orientation, training, coaching, and mentoring to departmental staff.
  • Assist with performance evaluations and disciplinary actions.
  • Determine, coordinate and supervise daily staffing assignments and staffing levels to ensure department service levels are met and exceeded.
  • Ensure staff compliance with departmental and organizational policies, procedures and protocols.
  • Work collaboratively with leadership to meet and exceed call center performance standards.
  • Manage and oversee a team of call center agents.
  • Motivate agent growth and performance through weekly coaching interactions.
  • Answer and support agent questions and escalations.
  • Drive quality customer experiences by listening and monitoring agent interactions.
  • Track agent attendance to drive consistent capacity.
  • Assist with onboarding process.
  • Assist members by taking calls/chats during times of peak volume.
Required Skills and Qualifications
  • A College Graduate of any Business-Related course.
  • 6 months to 1 year of work-related experience is a plus but not required.
  • Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
  • Strong written and verbal communication skills, with the ability to interact effectively with diverse personalities.
  • A self-starter with excellent follow-up and time management skills, capable of handling multiple tasks efficiently.
  • Comfortable working in a fast-paced, innovative, and constantly changing environment.
  • A flexible and enthusiastic individual with a willingness to embrace constant change.

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