Service Delivery Supervisor

6 days ago


Taguig, National Capital Region, Philippines Gratitude Philippines Full time
About the Role
We are seeking a highly motivated Service Delivery Supervisor to join our team at Gratitude Philippines. As a key member of our operations team, you will be responsible for leading a team of customer service associates and ensuring they meet the team's SLA.

Main Responsibilities
• Leads a team of 12-20 customer service associates and motivates them to achieve the team's SLA.
• Handles any escalations that an associate is unable to handle, solves process-related queries, and handles grievances.
• Listens to calls and coaches the team to enhance performance.

Qualifications
• 2-3 years of experience in BPO set-up and healthcare is mandatory.
• Excellent written and oral communication skills.
• Strong knowledge of Excel and other Microsoft tools.
• Open to undergraduates.
• Willing to work on a night shift and can start immediately.
• Strong organizational, planning, and analytical skills.
• Basic arithmetic and statistical skills for analysis of data and generation of reports.
• Problem-solving skills.

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