Customer Service Supervisor
Job Summary
The Customer Service Supervisor leads and manages a team of CSRs to meet performance targets and quality standards. This role involves coaching, performance monitoring, and ensuring compliance with operational policies. You will collaborate with stakeholders to drive operational excellence and improve customer satisfaction.
Responsibilities
- Manage and lead CSR team
- Monitor productivity and quality
- Conduct coaching and reviews
- Analyze performance metrics
- Ensure policy compliance
Required Skills
- Minimum 2 years BPO Team Lead experience
- Managed 15+ CSRs
- Strong leadership skills
- Excellent communication
- Coaching and people management
Job Details
Responsibilities:
- Lead and manage a team of Customer Service Representatives (CSRs) to achieve performance targets.
- Monitor team productivity, quality, attendance, and overall performance.
- Conduct coaching sessions, performance reviews, and development plans for team members.
- Ensure compliance with company policies and client requirements.
- Analyze performance metrics and implement process improvements.
- Collaborate with internal stakeholders to drive operational excellence and customer satisfaction.
Qualifications:
- At least 2 years in college (no back subjects).
- Minimum 2 years of BPO Team Lead experience.
- Must have handled a team of at least 15 Customer Service Representatives (CSRs).
- Strong leadership, coaching, communication, and people management skills.
- Willing to work onsite in MOA, Pasay.