Customer Experience Supervisor (Onsite)

The Customer Experience Supervisor serves as a team manager and a subject matter expert for a multi-skilled group supporting an omnichannel platform.

The Customer Service Team Supervisor leads, develops, and engages direct reports. He/she is responsible for driving the consistent delivery of high-quality team performance/

He/she helps achieve key performance indicators, departmental service level agreements, and overall customer satisfaction. The ideal candidate should be passionate about Customer Satisfaction, possess excellent leadership skills, and able to help the management in doing the following tasks:

Primary Responsibilities

• As a team supervisor, he/she works directly with the team members to achieve goals and objectives set by the company and its senior leaders.
• Helps the customer experience director in analyzing Customer Feedback through surveys and identifies areas for improvement in terms of customer experience.
• Collaborates with training, quality specialists, and customer experience director to ensure that the Customer Journey is seamless and consistent.
• Conducts regular team huddles to discuss processes, policy updates, and overall team performance.
• Conducts regular performance reviews which include probationary employees for regularization or non-regularization endorsement and provides coaching and feedback sessions with the team members.
• Ensures that the team has the necessary tools, resources, and training to deliver exceptional product and customer experience.
• Responds to customers queries via phones, emails, Live Chats as necessary to provide outstanding service.
• Helps drive Customer satisfaction at a team level.
• Stays up to date with the latest products about eCommerce, foot health, and condition and is enthusiastic about bringing this knowledge to the team members and the customers.
• Regularly coach the team members to meet and exceed performance expectations.
• Leads call listening and ticket review sessions with the team.
• Helps monitor voice and non-voice queues and ensure calls are answered promptly and emails and chats are handled timely.
• Prepares team members' statistics weekly, and monthly for coaching sessions, and performance reviews.
• Takes escalated calls or manager’s callback requests from customers.
• Helps monitor team schedules and team members’ schedule adherence.
• Helps the customer experience director in preparing reports as needed.

Required Knowledge/Skills/Abilities

• Minimum of 3 years of supervisory experience in contact center operations supporting voice and non-voice accounts. Experience with eCommerce campaigns as a team supervisor is an advantage
• College graduate or At least college-level undergraduate
• Proficient in Microsoft Office Tools (Word, Excel, PowerPoint, Outlook, etc)
• Data analytics background is an advantage
• Advanced computer proficiency in navigating online tools
• Excellent oral and written English communication skills
• Able to effectively communicate between customers, staff, and management
• Experience in planning and organizing time and projects
• Experience and ability to resolve conflict
• Ability to develop, evaluate, and motivate team members
• Ability to learn new systems or work tools and apply learning to manage a team
• Experience in dealing with competing or changing priorities
• Willing to work Mondays to Saturdays in Makati, work five days onsite in a graveyard shift schedule.