Customer Care Supervisor (Call Center Team Lead)
Salary undisclosed
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Job Purpose:
Responsible in developing company systems for customer interaction and voice/non-voice response; in-charge of the day to day implementation of set standards and processes; and in managing and improving center performance through performance monitoring, problem resolution, and system audits measures
Responsibilities:
Customer Care Operations
- Ensures operational quality of facility and equipment on a day to day basis
- Ensures agent schedules are implemented and optimized
- Provides data and insights to Operations
- Provides data and insights Quality Assurance
- Provides data and insights to Analytics
- Ensures company policies and standards are implemented in the contact center’s day to day operations
- Perform other duties as assigned in relation to the Contact Center
Reports Management
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Reviews reports progress for internal and external stakeholders through the established metrics
- Initially proposes and drafts key account metrics for review
- Gather data related to the programs and campaigns
Requirements:
- Graduate of Bachelor’s degree in Business Management/Administration, Marketing, Commerce or any related course
- At least three (3) years of working experience in Business Development, Sales, or Digital Commerce
- Experience in the BPO industry is an advantage
- Candidate must be willing to be assigned in MOA Square, Pasay City
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