Contact Center Supervisor - Quezon City

- Must be 25-38 years old
- Willing to WORK ONSITE in QUEZON CITY
- Willing to accept a Salary Range of ?25,000 - ?35,000 + HMO +1 dependent upon regularization + Life Insurance + Incentives

- Must be a Graduate of Bachelor's Degree in any course/s
- Has at least 5 years of work experience as a Customer Service Supervisor
- Must be a Team Player with good personality

- Oversee daily handling of inbound calls, e-mails, live chat, social media, and the other inbound customer channels.
- Execution of outbound tasks, which includes dispatch verification, satisfaction survey, and other forms of customer verification.
- Continuous improvement on both inbound and outbound flow in response to business situations and customer feedback.
- Ensure resources including staffing, training, and technology, are in place to achieve operational requirements according to management direction and customer behavior.
- Design and conduct regular performance evaluations for agents, offering constructive feedback, and implementing
development plans.
- Analyze customer feedback and work with the corresponding responsible team to ensure all concerns are closed.
- Collaborate with other departments to resolve complex customer issues.
- Conduct regular performance evaluations for agents' satisfactory survey, and work order verification.
- Manage escalations, VIP customers, DTI complaints, and the like.
- Oversee projects concerning customer touchpoints for aftersales.
- Key Indices: Service Level and Answer Rate, 24 Hour Handling, and the like