Supports management in ensuring the effective and efficient operations of the department by coordinating team activities, facilitating workflow, and overseeing timely and accurate responses to customer inquiries in compliance with company policies, procedures, and service standards.
Responsibilities & Duties:
- Demonstrates strong knowledge of the current phone system and makes recommendations to enhance customer service delivery.
- Operates the phone system to monitor call quality and associates' performance; generates reports for coaching and reviews, promptly report any issues to the IT Help Desk, and provide continuous updates to the staff.
- Ensures that proper staffing levels are maintained to meet shift coverage needs and achieve overall service level goals.
- Oversees the accurate tracking of KPIs and performance metrics for associates, and ensures timely submission of bi-weekly payroll data. Establishes performance goals for each associate every six months and ensures evaluations are conducted, properly documented, approved, and filed with the Culture & People team.
- Monitors a minimum of four calls per associate monthly using monitoring forms; provides timely feedback. Through one-on-one coaching sessions and demonstrates strong knowledge of the call recording system.
- Assists in planning monthly team activities and contributes recommendations for incentive and engagement programs.
- Collaborates with the Workforce Management (WFM) Analyst to review trends in statistical reports and escalates any significant anomalies to the department manager.
- Reviews and shares best practices with associates and field teams to foster collaboration and continuous improvement.
- Supports the resolution of customer issues (internal and external) that were not resolved at the associate level.
- Effectively motivates, coaches, counsels, and evaluates the performance of associates under their supervision.
- Partners with the Training Coordinator on all relevant training initiatives, including upskill sessions, refreshers, onboarding, vendor/product-specific training.
- Actively participates in departmental and cross-functional projects aimed at improving operations within the contact center, field, and broader company.
- Supervises team members to ensure accuracy and timeliness of task completion; supports the setting of quarterly goals and performance metrics and provides coaching and development as needed.
Requirements
- 1-3 Years of experience as Team Lead or Supervisor within Customer Service fields
Preferred Qualifications (Optional):
- Demonstrated leadership ability with a strong track record of motivating and developing highperforming teams.
- Excellent written and verbal communication and interpersonal skills.
- Solid understanding of BPO operations, industry best practices, and emerging trends.
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 20 PTO credits annually
- 20 % Night Differential
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- Salary: Php 40,000 - Php 44,500