Customer Care Supervisor

Overview of Job Responsibilities

Supervises and enhances the performance of an assigned team of Tier 1 or Tier 2 representatives.

Manages and enhances the performance of the team in areas of productivity, customer satisfaction, employee satisfaction, process adherence, operational precision, and employee development as well as enhance the goal of quality support by providing individual coaching feedback sessions and one on ones that focus on improving customer satisfaction, communication skills and technical ability.

Leads, schedules and coordinates daily work meetings and projects relevant to the team and organization.

Essential Responsibilities and Deliverables

• Leads and manages a team of Tier 1 or Tier 2 agents in the optimal execution of call center operations activities (i.e., taking calls, addressing customer issues/complaints, placing sales orders) for the program
• Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
• Handles escalation calls from Tier 1 or Tier 2 agents as exercising discernment on whether or not individuals are capable of handling complex customer calls
• Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle customer interactions
• Prepares and submits reports on team performance to the Operations Manager
• Discusses overall team performance in relation to the objectives of the program
• Determines areas for improvement of the account's performance and translates these to action plans for the team
• Gathers data on recurrent training schedules and coordinates for attendance of Tier 1 or Tier 2 agents.
• Ensures that agents are adequately equipped with all the necessary tools to perform their job
• Solicits advice on employee relations issues, making sure that decisions made under one's jurisdiction are within company guidelines and the Labor Code of the Philippines
• Coordinates for administrative needs for agents
• Cascades compensation and benefits information of assigned agents (i.e., payroll templates)
• Coordinates for the servicing and troubleshooting of PCs and software to ensure they are in proper working order
• Monitors overall productivity of agents on the floor, and reports any system breakdowns / errors
• Works on individual / team schedule

Critical Working Relationships

• Effectively evaluates and coach agents (Tier 1 or Tier 2) to meet program's SLA
• Tech Leads
• Program Coordinators
• Operations Manager
• Quality Analysts

• Reports Analysts

• WFM – Real Time Analysts, Schedulers

• Human Resources

Qualifications, Knowledge, and Skills

Education:

• College Degree (ideal qualification but this is not the case, we have sups who did not finish college or only college level). They were promoted based on performance without looking at educational attainment. I am referring to internal sups, but for external this can be imposed.

Experience/Knowledge/Skills:

• At least one (1) year work experience as a supervisor in a customer service environment
• Ability to type 25 WFM
• Above average communications skills, oral and written
• Working knowledge of computers, basic applications and Windows operating systems

Measures of Performance

• Weekly & Monthly – KPIs & Compliance only (depends on account but on a general perspective, they are measured based on following KPIs: OSAT, AHT, QA, ABS, ADH, Attrition), weights varies.
• Annual - combination of KPIs + Compliance and corporate Climate

Personal Attributes

• Demonstrates mastery of program processes and product support
• Demonstrates awareness of consumer electronics and technology
• Leadership
• Change management
• Team management
• Initiative
• Work area expertise
• Customer focus
• Problem solving skills