customer SupervisorMatsu Solutions

Job Specification
As the Customer Service Supervisor, you will lead frame operational projects and manage the volume of queues in order for each representative to efficiently resolve concerns and finally satisfy customer needs. You will develop manuals and procedures on customer service to enable and sustain operational excellence.
As a Team Leader, you will provide day to day support and supervision to the Team. You oversee and manage the distribution of work and reports the team's performance, progress of services and possible issues or risks.
Job Responsibilities
Motivate staff to meet and/or exceed productivity targets without affecting the high quality of delivery.
Reinforce program's expectations.
Manage performance of all staff through weekly coaching and monthly performance review.
Provide timely constructive feedback to all staff regarding their performance; acknowledge strengths and identify areas of opportunities.
Ensure involvement of the staff in analysis of their respective performance.
Manage attrition by ensuring proper and constant guidance and development of every staff in the team.
Maintain team's growth and progress by consistently monitoring performance, reinforcing quality, acknowledging strengths and addressing areas of opportunities.
Initiate Programs to drive better performance.
Ensure individual and team's adherence to the policies and procedures of the program and of the company; sanctions are applied for non-adherence.
Job Qualifications
Proficient knowledge of customer service, and standard office practices and procedures
BPO Supervisory/Leadership Role
Exceptional verbal and written communication skills in English
Quick and Strong understanding of company products, policies, and services
Ability to coach, train, and motivate members and evaluate their performance
Excellent problem solving, leadership, and customer service skills
Night Shift
Applicant must be willing to work in Balagtas, Bulacan