Supervisor, Customer Care
Continuum Global Solutions
- Cebu
- Permanent
- Full-time
- Responsible for overseeing and managing a team of 12-15 agents. This involves assigning tasks, setting goals, and monitoring performance to ensure that team members are meeting targets and delivering quality customer service.
- Train new hires and providing ongoing development opportunities for existing agents. They conduct training sessions, coach agents on improving their skills, and provide feedback to help them enhance their performance.
- Monitor the performance of agents by reviewing call recordings, conducting quality assurance checks, and analyzing key performance indicators (KPIs) such as AHT, Overall Rep Experience, and 3 Day-resolution rate. They identify areas for improvement and implement strategies to enhance agent performance.
- Agent/s encounter complex or challenging customer situations, supervisors step in to provide guidance and support. They handle escalated customer complaints or issues that require a higher level of expertise, ensuring that customers receive appropriate resolutions.
- Generate reports on performance, analyzing data and metrics to identify trends, areas for improvement, and opportunities for enhancing customer service. They use this information to make data-driven decisions and implement strategies to optimize performance.
- Act as a messenger between his/her agents and upper management. They communicate organizational goals, changes in processes or policies, and other relevant information to the team. They also collaborate with other departments, such as IT or training, to address issues and ensure smooth operations.
- Strong communication with our local and SPC partner to ensure that any help needed whether its process or anything that is related to developing agent's skills and improving overall performance.
- 2+ Years of Call Center Experience
- Must have experience supporting to US clients
- Supervisory experience in a call center environment (preferred)
- Extremely competent with verbal and written English communication skills
- Thrives in a fast pace client driven environment
- Salary Range: (based on experience)
- Stable Full-Time Employment
- Insurance & Other Company Benefits
- Fun, Casual Work Environment