Position Details: Contact Center Supervisor
| Location: | Bagumbayan, Quezon City |
| Openings: | 1 |
| Salary Range: | Php 25,000 to Php 35,000 |
Description:
Responsibilities:
- Oversee daily handling of inbound calls, e-mails, live chat, social media, and the other inbound customer channels; and execution of outbound tasks which include dispatch verification, satisfaction survey, and other forms of customer verification.
- Continuous improvement on both inbound and outbound flow in response to business situations and customer feedback.
- Ensure resources including staffing, training, and technology, are in place to achieve operational requirements according to management direction and customer behavior.
- Design and conduct regular performance evaluations for agents, offering constructive feedback, and implementing development plans.
- Analyze customer feedback and work with the corresponding responsible team to ensure all concerns are closed.
- Collaborate with other departments to resolve complex customer issues.
- Conduct regular performance evaluations for agents' satisfactory survey, and work order verification.
- Manage escalations, VIP customers, DTI complaints, and the like.
- Oversee projects concerning customer touchpoints for aftersales.
- Key Indices: Service Level and Answer Rate, 24 Hour Handling, and the like.
Qualifications:
- Graduate of Bachelor's Degree in any course
- Has 5 years of work experience as Customer Service Supervisor
- Team player with a good personality
- Willing to work 100% on-site in Bagumbayan, Quezon City from 9 am to 6 pm, Monday to Friday.
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