Performance Driven Supervisor

6 days ago


Manila, National Capital Region, Philippines HGS Offshore Staffing Solutions Full time

We are seeking a highly motivated and experienced Performance Driven Supervisor to join our team at HGS Offshore Staffing Solutions. As a key member of our organization, you will play a critical role in driving performance targets and delivering exceptional customer experiences.

This dynamic role requires a unique blend of leadership, analytical, and communication skills. You will be responsible for leading by example, fostering a collaborative team culture, and driving process improvements to enhance service delivery and operational workflows.

Key Responsibilities:

  1. Team Performance Management: Achieve and maintain target KPIs such as customer satisfaction (CSAT), first call resolution (FCR), average handle time (AHT), adherence to SLAs and other metrics set by the client.
  2. Customer Experience Excellence: Ensure all customer interactions are handled professionally, with a focus on resolving issues efficiently and improving overall customer satisfaction.
  3. Leadership and Coaching: Develop team members through regular coaching sessions, performance reviews, and personalized development plans to drive individual growth and team success.
  4. Operational Compliance: Ensure that all agents comply with company and client policies, regulatory requirements, and telco-specific procedures to maintain the highest operational standards.

Requirements:

  • Minimum of 2-3 years of experience in a supervisory or team leader role, preferably in a telecommunications or customer service environment.
  • Strong knowledge of telecommunications products and services.
  • Proven track record of managing teams to meet KPIs and SLAs.
  • Proficient in using CRM systems, workforce management tools, and other contact center technologies.


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