ESSENTIAL FUNCTIONS
Oversees contact center quality assurance programs.
Establishes standards governing customer interactions and implements monitoring programs.
Designs training programs or process enhancements that correct quality issues.
Makes day-to-day decisions within or for a group/small department.
Has some authority for personnel actions.
Thorough knowledge of functional area and department processes.
REQUIRED EDUCATION AND EXPERIENCE
Minimum of two (2) years experience as a senior agent or supervisor.
COMPETENCIES
Customer Service Metrics
Statistical Reporting
Training Needs Analysis
Performance Metrics
Service Level Agreements (SLA)
Real Time Call Monitoring
Customer Service Monitoring Software
WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum Global Solutions
Oversees contact center quality assurance programs.
Establishes standards governing customer interactions and implements monitoring programs.
Designs training programs or process enhancements that correct quality issues.
Makes day-to-day decisions within or for a group/small department.
Has some authority for personnel actions.
Thorough knowledge of functional area and department processes.
REQUIRED EDUCATION AND EXPERIENCE
Minimum of two (2) years experience as a senior agent or supervisor.
COMPETENCIES
Customer Service Metrics
Statistical Reporting
Training Needs Analysis
Performance Metrics
Service Level Agreements (SLA)
Real Time Call Monitoring
Customer Service Monitoring Software
WORK ENVIRONMENT This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
About Continuum Global Solutions, LLC
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Continuum Global Solutions
Other Info
Cebu
Permanent
Full-time
Permanent
Full-time
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Continuum Global Solutions
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About the company
Continuum Global Solutions jobs
Philippines