Responsibilities

• Actively participate in floor supervision, assist agents with escalated customer calls and difficult searches, monitor the call center floor for violations of the company’s policies, document and escalate database and system issues for resolution.
• Provide Supervision and coaching, developing, and motivating agents.  Track agent performance and attendance metrics.  Proactively assist agents in improving performance metrics. 
• Supervise in all facets of managing a team. Complete daily and weekly reports, conduct team meetings, maintain team boards, and assist with team building activities.
• Attend meetings and complete assigned projects for call center growth and development.

Requirements

• Candidate must have a Bachelor’s degree
• Candidate must have previous call center experience with three or more of the following characteristics: More than 2 years’ experience as an inbound call center care representative, quality assurance analyst, trainer or supervisor/manager;  More than one year of previous supervisory/management experience in customer service or non-voice/chat account.
• Willing to work in Ortigas