Customer Care Supervisor - PampangaConverge ICT Solutions Inc.,

Description
Qualifications
Candidate must possess at least Bachelor's/College Degree in any field.
At least 2 Year(s) of working experience in the related field is required for this position.
Required Skill(s): Excellent knowledge in MS Office and G Suite, Excellent verbal and written communication skills, Excellent leadership skills and problem-solving techniques, Customer Service skills, Leadership Capability, Result-Oriented, Conflict Resolution, Coaching and Mentoring
Preferably Supervisor/5 Yrs & Up Experienced Employee specialized in Customer Service or equivalent.
Knowledge in providing a consistent and excellent quality customer service experience by ensuring the CCRs are motivated, coached, developed, skilled and equipped to meet the SLAs and KPIs
Preferably local resident of Pampanga
Make sure to attach your updated resume for us to further assess your application
Job Description:
Reviews agents' performance and prepares action plans based on coaching results
Assists in development and implementation of service policies and explaining these to the team
Monitors CCRs performance according to established KPIs
Makes hiring decision for CCRs
Conducts performance evaluations and helps in assessing career paths of members
Builds and supports a culture of continuous improvement, identify opportunities supported by strong business logic
Handles escalations from the staff/TL level. Deals with clients who need to voice out their inquiries and/or complaints to higher authority
Immediately responds to issues and concerns escalated by direct reports
Models leadership and enforces discipline in accordance to the company's code of excellence
Prepares and submits reports to the Assistant Manager or Manager
Conducts regular team meetings with customer care team members for departmental evaluation, discussion of relevant issues and solicitation of suggestions for improvement
Helps the WFM in maintaining an optimal daily staffing level
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Language(s): English
Availability for travel: No
Availability for change of residence: No

Pampanga, Central Luzon ·  Today, 10:03 AM (updated)
Work type
Full Time