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Team Supervisor

2 weeks ago

Davao City, Davao, Philippines Cobden & Carter International Full time

**Responsibilities and Expectations**

The successful Service Delivery Manager will be responsible for managing and supervising professional employees, coordinating daily activities, and setting priorities to ensure task completion and performance goals are met.

Key Responsibilities:

  1. Manage and be accountable for the performance of professional employees and/or supervisors, ensuring they meet or exceed performance expectations.
  2. Coordinate and supervise daily/weekly/monthly activities of team members, ensuring seamless workflow and efficient operations.
  3. Set priorities for the team to ensure task completion and performance goals are achieved, using defined processes, expertise, and judgment.
  4. Collaborate with other supervisors, managers, departments, and external partners to achieve business objectives, promoting a culture of teamwork and collaboration.
  5. Identify and resolve operational problems, providing effective solutions that meet company standards, and demonstrating expertise in call center performance metrics and measurements.
  6. Provide coaching, feedback, and annual performance reviews, as well as formal corrective action when necessary, fostering a positive and supportive work environment.
  7. Mentor, challenge, and communicate effectively with all team members, promoting a culture of open communication and continuous improvement.
  8. Handle high volumes of customer interactions, including 500+ calls per month, utilizing call center systems such as CMS, IEX, CTI, and TCS, and demonstrating expertise in call center performance metrics and measurements.