Customer Service Supervisor

2 weeks ago

Cebu City, Central Visayas, Philippines New Moto Marketing Corporation Full time ₱400,000 - ₱1,200,000 per year

CastleKeep Holdings, the holdings company of Skygo Marketing Corporation, and several other business units, is expanding and we are looking for a talented individual to fill the Customer Service Supervisor role.

The Customer Service Supervisor leads a team of Customer Service Representatives (CSRs) to ensure high quality service delivery, compliance with policies, and achievement of operational targets. This role involves staff supervision, coaching, training, workforce scheduling, and performance monitoring.

Competencies

  • Mock Call Assessment: Evaluates new hires to ensure readiness for live customer interactions
  • People Supervision: Able to lead and delegate tasks to junior staff effectively and has the intermediate competency to mentor and coach staff
  • Script Development: Designs spiels and dialogues aligned with requirements
  • Data Analysis and Reporting: Capable of handling complex datasets, applying statistical methods, and creating effective data visualizations for more in depth analysis and be able to translate it effectively
  • Effective Collaboration: Overseeing and improving communication processes, managing teams, and ensuring that coordination efforts support productivity

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or any field
  • 2 – 3 years work experience in a call center industry
  • 2 – 3 years prior supervisory or team leadership experience
  • Familiarity with outbound call and inbound call campaigns
  • Experience working in regulated industries (e.g., financing, insurance, retail and marketing)
  • Familiarity with debt collection procedures, including payment negotiation and account handling is an advantage
  • Experience with customer service software or CRM platforms (e.g., Salesforce, Zendesk, HubSpot)
  • Experience in Microsoft Excel – such as Graphical Charts, look up and Pivot Functions
  • Multilingual communication skills (Bisaya, Tagalog, English)

Work Schedule: Monday to Saturday (8:00 am to 5:00 pm)

Location: Avenir Bldg., Archbishop Reyes, Cebu City, 6000

When you join the SKYGO family, you become a part of our dynamic and growing family as we continue to search for a competent, passionate, and happy colleague who will help us deliver the company's brand promise:

The Best for You

Job Type: Full-time

Work Location: In person

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