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Operations Supervisor Shift Manager

1 week ago

Cebu City, Central Visayas, Philippines Neksjob Full time

Neksjob is seeking an experienced Operations Supervisor to oversee and manage the implementation of short-term activities within our team.

This role involves utilizing expertise to lead daily operations, improve processes, and ensure the efficient delivery of customer service across various channels.

Main Responsibilities:

  • Manage customer service operations, including call center support, online chat, and text communication, handling high volumes of low-complexity inquiries, as well as lower volumes of more complex issues.
  • Supervise customer service activities in distribution centers, product returns/repair centers, and walk-in service facilities.
  • Act as a liaison between customers, production, and distribution departments, ensuring smooth communication for customer orders.
  • Provide technical and non-technical customer support in a professional and efficient manner.
  • Take responsibility for customer issue analysis and resolution, ensuring prompt and accurate service.
  • Oversee and manage the day-to-day activities of the customer service team, ensuring high-quality service delivery and timely resolution of inquiries.
  • Supervise and mentor a team of individual contributors, providing professional expertise and guidance.
  • Drive continuous improvement in customer service processes and contribute to team efficiency.

Key Qualifications:

  • Extensive knowledge in customer service operations, particularly in technical and non-technical support.
  • Proven experience in managing teams and leading customer service activities.
  • Strong communication skills and the ability to manage a high volume of inquiries.
  • Ability to work independently, initiate tasks, and execute specialized projects.
  • Excellent problem-solving and conflict resolution skills.
  • Willingness to work on a shifting schedule, primarily night shifts.