CSR - Travel - English and Tagalog

• Manage and direct the daily activities of the Heroes, including creative resource planning and implementing call center strategies and operations
• Provide meaningful career and professional development to Heroes, in partnership with leadership development staff
• Carry out needs, assessments, and performance reviews for Heroes
• Setting and meeting performance targets for efficiency and quality
• Ensure that the Service Delivery processes and team meet Enshored and client-specific KPI targets.
• Practice and ensure compliance with all policies and procedures of the company
• Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
• Coordinate with Recruitment, and IT, and liaise with the HR team.

• Excellent English and Tagalog verbal and written communication skills.
• Completion of at least two years of college or equivalent education.
• Minimum of 2+ years in a similar customer service role, with mandatory experience in the BPO industry.
• Collaborative and proactive mindset with a strong willingness to learn and adapt.
• Demonstrates passion, integrity, and commitment to delivering a positive and differentiated customer experience.
• Proven reliability with a strong commitment to excellent attendance and adherence to work schedules.
• Dependable team player with the ability to handle calls and customer interactions promptly and efficiently.
• Strong interpersonal skills, including the ability to initiate conversations, anticipate customer questions, communicate clearly using plain language, build rapport, and effectively handle objections.
• Comfortable receiving and implementing ongoing performance feedback and coaching to enhance skills and service quality.

Enshored