Operations Supervisor

3 days ago

PHLRE Shared ServicesIloilo, Philippines Remitly Full time $104,000 - $130,878 per year

Reporting to the Operations Manager, the role is responsible for leading, recruiting, training and developing the Customer Service team. The job holder also plays a key role in assisting our customers with their general helpdesk inquiries.  The role is an integral part in doing service recovery and ensuring escalations are resolved in a timely manner.

Accountabilities:

  • To take ownership of Customer issues and work across functions to follow through to resolution
  • To identify and put forward suggestions to improve the Customer experience
  • To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
  • To own customer satisfaction issues and delivery of the customer satisfaction rating for the team
  • To lead by example, building a "winning team" culture, championing a positive outlook across the department
  • Evaluate resource requirements and identify longer term needs of the group to support business needs
  • Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching
  • To ensure regular communication, encourage team input and involvement and to encourage innovation
  • Identification & development of key team members, ensuring their readiness for next steps
  • Identify and address poor performance
  • Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis
  • Provide reports to Management Team on CS KPI's and customer specific issues and feedback.
  • To demonstrate and encourage a positive attitude towards change and continuous improvements
  • To develop, communicate and implement change plans, actively involving staff in the change process
  • To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.
  • To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
  • To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
  • Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners
  • Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

Qualifications:

  • TBD - already requested from HM

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