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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