Urgent Hiring

3 days ago

Cebu City, Central Visayas, Philippines ResultsCX Full time ₱600,000 - ₱1,200,000 per year

What You'll Do:

As a Supervisor, you will provide exceptional support to Call Center Agents and clients, striving to exceed performance targets. You will coach and develop RAs in call center performance, customer service, technology, and professional growth.

Key Responsibilities:

Manage a team of 10+ agents, handling hiring, discipline, and payroll accuracy.

Identify and coach areas for agent development.

Document account resolutions and assist with troubleshooting.

Ensure performance targets are met and keep product knowledge current.

Foster team morale and maintain a positive work environment.

Conduct call monitoring and provide coaching to ensure service standards are met.

Ensure agents have the necessary resources to perform their roles effectively.

Qualifications:

Minimum of 6 months experience as a Supervisor managing 15-18 advocates.

Must have Healthcare background.

Must have experience in driving NPS (Net Promoter Score)

Consistent attendance and punctuality.

Mentoring experience with a proven record of exceeding KPIs.

Strong understanding of the inbound contact center environment.

Excellent communication, customer service, and analytical skills.

Ability to multitask and manage escalated calls professionally.

Flexible scheduling and strong team development skills.

Must be willing to work on-site in our Lapu-Lapu Site.

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