Call Center Supervisor

2 days ago

Pasig, National Capital Region, Philippines J&T Express Full time ₱900,000 - ₱1,200,000 per year

Customer Service Supervisor is responsible for managing the entire Customer Service Unit, as well as, customer queries and complaints via our company hotline, social media, and email channels. Customer Service Supervisor also processes modifications on the route or parcels and escalate complaints across a number of communication channels.

QUALIFICATIONS

  1. Graduate of any 4-year course.

  2. At least 5 years relevant work experience in Customer Service or similar field as Team Leader preferred.

  3. Experience in E-Commerce, Logistics, or BPO is a plus.

KNOWLEDGE, SKILLS, & ABILITIES

  1. Excellent written and verbal communication skills.

  2. Excellent customer service and interpersonal skills

  3. Ability to handle multiple projects simultaneously and work under pressure.

  4. Knowledgeable in Microsoft Office and relevant software.

DUTIES AND RESPONSIBILITIES

  1. Track and documents employee time and schedule

  2. Assist in reviewing agent performance results daily to ensure all goals are met or exceeded.

  3. Provide quality intelligence to help the Call Center Manager to optimize support logic and to provide insights to the training team to bridge knowledge gap.

  4. Monitor and assesses agent calls to drive performance improvement plans.

  5. Ensure agents understand changes and are aligned with the organizational goals.

  6. Assist in reviewing and distribution of procedure changes and/or updates in a timely manner.

  7. Identify root cause and improvement opportunities in training, process and policies.

  8. Assist in planning and conducting team meetings to share information, calibrate knowledge and performance and motive agents to learn and excel.

  9. Assists, tracks and coordinate with supporting departments.

  10. Performs other related duties as required or requested.

KEY ACCOUNTABILITIES:

  1. Handles the Customer Service Unit and ensures that CSRs and TLs are providing top-notch customer service.

  2. Gathers data on complain trends and plans with QC, QA, Training, and Claims & Arbitration units to make necessary improvements on the SOPs and guidelines.

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