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Supervisory Role

1 week ago

Pasig, National Capital Region, Philippines Fpsinc Full time
Responsibilities

This leadership position requires a strong leader who can drive team performance, manage outliers, coach agents, and monitor calls. The ideal candidate will have experience in supervising a team in a technical support environment, supporting internet accounts/clients/programs.

  • Drive team performance, manage outliers, coach agents, and monitor calls.
  • Hire, train, coach, and lead lifestyle assistant specialists as they provide support for customers.
  • Assist other management team members in identifying trends and establishing goals.
  • Ensure staff members are achieving desired service levels and take corrective action, as needed.
  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Continuously improve through feedback.
  • Coach agents with upsell performance utilizing key behaviors such as positioning the sale, making an offer, and overcoming objections and providing effective rebuttals.
  • Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines.