Customer Service

17 hours ago

Quezon City, National Capital Region, Philippines Kinect Inc. Full time $70,000 - $120,000 per year

As the Operations Supervisor overseeing two physical sites, you are responsible for driving team performance, consistency, and service excellence across all customer contact channels, including phone calls, emails, cases, live chat, SMS, social media, and other communication platforms.

Main Responsibilities:

Leadership & Team Management

  • Lead, coach, and support Team Leaders and agents.
  • Oversee coaching plans, performance reviews, and engagement activities.
  • Mentor leaders to enhance coaching and leadership capabilities.
  • Promote a high-performance, accountable, and collaborative culture.
  • Support ongoing professional development.

Omnichannel Experience & Quality Assurance

  • Monitor and improve KPIs (CSAT, FCR, AHT, etc.) across all channels.
  • Resolve complex issues via phone, email, chat, SMS, social media, etc.
  • Partner with TQA to maintain service quality and training initiatives.
  • Stay connected with frontline challenges by handling interactions periodically.

Operations & Workforce Coordination

  • Coordinate with Workforce Planning for staffing and resource alignment.
  • Monitor schedule adherence and support during peak periods.
  • Ensure consistent communication and service delivery across all sites.
  • Assist with call queues and customer follow-ups when needed.

Compliance & Process Management

  • Ensure compliance with policies, SOPs, and privacy regulations.
  • Support QMS (ISO) efforts and update customer service documentation.
  • Drive the rollout of new policies and collaborate with cross-functional teams.

Reporting & Continuous Improvement

  • Analyze service data to identify trends and improvement areas.
  • Provide regular reports and insights to management.
  • Recommend initiatives to improve customer experience and performance.

Customer Service Admin Oversight

  • Supervise CS Admin team to ensure timely task completion.
  • Manage workload distribution, SLA adherence, and data accuracy.
  • Coordinate with internal teams (Billing, Compliance, Regulatory).
  • Maintain SOPs and report on task performance and compliance.

Qualifications

  • 3+ years of leadership experience in customer service.
  • Strong background in call handling, escalations, and complaints.
  • Familiar with quality frameworks (e.g., QMR, ISO).
  • Knowledge of customer service metrics and performance drivers.
  • Excellent coaching, communication, and decision-making skills.
  • Proficient in CRM systems, ticketing tools, and MS Office Suite.

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