Customer Service Supervisor
Job Summary
The Customer Service Supervisor manages call center departmental operations and ensures Service Level Agreements are consistently met. This role involves supervising workflow, conducting call pattern forecasting, and improving team productivity through statistical analysis. The supervisor also handles client interactions and resolves system issues that impact departmental standards.
Responsibilities
- Manage departmental call center operations
- Ensure compliance with Service Level Agreements
- Conduct call pattern forecasting and workflow planning
- Improve team productivity through data analysis
- Resolve system and client-related issues
Required Skills
- 3+ years in Contact Center leadership
- Team management and supervision
- Strong oral and written communication
- Proficient in MS Office (Word, Excel, PPT)
- Available for shifting and onsite work
Job Details
Nature of Employment: Full Time
Working Setup: Full Onsite
Working Schedule: Shifting
Role Overview:
- Manages the departmental operations for the call center.
- Interacts with client leadership requiring issue resolution.
- Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained.
- Plans, directs, supervises, and evaluates workflow.
- Conducts call pattern forecasting activities.
- Establishes procedures and scripts used by team members.
- Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
- Ensures that reporting is accurate and is completed in a timely manner.
- Manages call list including verifying tracking processes, contact attempts, etc.
- Resolves systems problems that may affect departmental standards.
Qualifications:
- Preferably, a college graduate
- At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
- With experience in team management and leadership
- Possesses above-average oral and written communication skills
- Proficient in MS Office applications (Word, Excel, and PowerPoint)
- Willing to work on a shifting schedule and onsite at Vertis North, Quezon City
- Available to start ASAP