Supervisor, customer care (onsite cebu)Integrated Call Center Solutions (Philippines), Inc.

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
 
Are you an exceptional leader who AIMS HIGHER. REACHES FARTHER when it comes to engaging others to achieve success? Can you ACT BOLD.BE PASSIONATE in delivering constructive feedback to individuals that will help improve their skills? Can you BE ONE.HELP MANY that encourages everyone to be their best in everything they do and provide an excellent customer experience each time? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?
 
THIS IS FOR YOU!
 
We are hiring Customer Care Supervisors for a US Telecommunications client in Cebu, Philippines. This role will supervise a staff of customer service representatives that respond to requests from customers by phone, chat, or e-mail and manages the daily workload to ensure required service volume and quality levels are attained.
 
RESPONSIBILITIES:
Manages and oversees a team of 10-15 agents, will be expected to assist other team members based on business needs.
Motivates and supports agents through feedback and effective communication.
Measures KPI's by using external and internal target and identifying behaviors that drive results.
Assists with taking agents' if they are struggling or based on customer's request.
Improves quality of results by recommending changes.
Provides product/service information by answering questions and offering support
Keep track of employee attendance, performance, behaviors, and make sure work procedures are complied with.
Assist in hiring and onboarding new employees based on request.
Prepares weekly, biweekly, and monthly annual performance reports.
Creates targets and goals for improvement.
Coach employees weekly, despite the quartile of their performance.
Be open to change and be able to get your team's buy-in.
 
SKILLS & QUALIFICATIONS
Tech-savvy with knowledge of relevant computer programs
Capable of handling pressure in a calm and respectful demeanor
Exceptional customer service expertise
Organizational skills and attention to detail
Familiar with quality assurance and customer satisfaction (CSAT)
Excellent negotiation and problem solving skills
Ability to quickly adopt changes and implement
Strong mentoring and leadership skills
 
ADDITIONAL REQUIREMENTS:
1 year of experience in a customer service, leadership role such as Supervisor or Subject Matter Expert (SME) for a call center environment required
High school diploma or equivalent
Experience with coaching, training, and developing employees
Competitive Salary based on experience
Strong command of the English language with excellent verbal and written communication skills
Varied shifts and days off based on the needs of the business, OT may be required