Chief Call Center Supervisor

7 hours ago

Ayala Alabang, National Capital Region, Philippines beBeeOperations Full time ₱3,000,000 - ₱5,000,000
Job Overview

The Operations Supervisor is responsible for day-to-day supervision of a group of call center associates ensuring performance metrics are achieved by providing adequate coaching, motivation, and accountability.

Key Responsibilities
  • Supervise call center associates including work attendance monitoring in accordance with organization policy and applicable legal requirements
  • Coch direct reports on their performance to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues develop an action plan implement corrective action up to and including termination of employment
  • Evaluate service delivered to customers against contractual Key Performance Indicator (KPIs) and financial expectations
  • Communicate expectations to employees provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings for expedient communication of relevant information and input Schedule team activities
  • Stay current on internal work processes policies procedures attend required manager development training
  • Promote Concentrix values through behavior attitude advocate for team members
Required Skills and Qualifications
  • Associate's degree in related field with two to four years of experience preferred
  • Motivated individual skilled in developing coaching team members to achieve performance expectations
  • Work well under pressure follow through on items to completion
  • Strong written verbal communication skills
  • Lead team in multi-tasking prioritization meeting timelines on deliverable
  • Mentor coach provide direction to team of employees
  • Flexible schedule willingness
Leadership Role

Receives tasks oriented assignments supervises subordinates setting priorities completing assignments Coordinates daily business or technical support production team member activities In charge of handling single medium-sized line of business Decisions guided by policies procedures business plan receives guidance oversight from manager Drives direct reports achieving set metrics business goals through coaching mentoring regular feedback Typically does not spend more than 20% time performing supervised work Handles escalated issues Supervises non-exempt employees performing single task multiple but closely related tasks

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