Call Center Supervisor

Shubert Leads and BPO Services Inc
2nd Floor RCFI Arcade Bldg. Agton St.
Toril, Davao City
8000
Website: http://focalpointcx.com/globalsolutions
A leading BPO company delivering exceptional service for our customers.
Job Description Lead a team of 15 retention agents.Assist in ensuring compliance with all client standards and metrics.Report any trending morale issues and collaborate with supervisors and leadership on an action plan. All action plans are to be documented.Identify opportunities for growth for our agents, investing in their career progression and recognition for work well done.Attend weekly Supervisor meetings and collaborate with other supervisors on the scope of projects assigned to each supervisor.Call Reviews: Review 2 calls per team member per week and coach agents.Provide Quality Assurance support for all projects.Supervisors will intermittently alternate shifts as needed or requested for leadership collaboration on different shifts.Statistical Reporting: Able to report on-demand statistics for all voice queues and projects as assigned by leadership.Identify service failures, investigate the reason for failure, and plan retraining, process evaluation, or change as needed.Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.

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