Operations Supervisor (WFH) null

OPERATIONS SUPERVISOR

Job Description:

• Assist in the training process
• Ensure that every agent is: well prepared for their calls, understands & complies with all call center objectives, performance standards, and policies
• Support & provide guidance to agents after training by monitoring their progress, answering their questions, and ensuring they understand and meet expectations
• Provide ongoing coaching opportunities and inspiration to agents
• Foster a positive and motivated work environment, promoting teamwork, and continuous improvement
• Identify operational issues and suggest possible solutions
• Prepare reports and analyze data to assist management
• Work with other supervisors and members of the management team
• Assist in the formulation of targets for individuals and teams
• Measure performance with key metrics
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports
• Perform other duties as assigned

Qualifications:

• Proven experience as a call center supervisor or in a similar supervisory position
• Experience in customer service 
• Exceptional verbal and written English communication skills
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Strong understanding of company products, policies, and services
• Excellent organizational and leadership skills
• Ability to coach, train, and motivate employees
• Knowledge of performance evaluation procedures
• A results-oriented approach
• Excellent problem solving, leadership, and customer service skills
• Ability to work under pressure

MUST HAVE the following equipment:

• Hardware: Laptop/Desktop (at least Pentium processor and 8 GB RAM)
• Headset: A4Tech (HU 7P or HU 50) or Jabra USB type headset with noise-cancelling feature
• Internet connection: Wired connection; minimum of 10 Mbps
• Software: Microsoft Office & PDF reader, Anydesk, Gdrive, Skype

So, why join us?

• Permanent work-from-home or hybrid work set-up at Batangas City office
• Full Time and Long Term Employment
• Basic Salary + Government mandated benefits
• Health benefits, leave credits, bonuses, and other incentives
• We are growing so there is great opportunity for leadership and promotion
• Salary will be based on: Skills, Attitude, Performance, Attendance
• US and Canadian clients
• Shift: Graveyard Monday to Friday
• Training: less than a month

WE LOOK FORWARD TO WORKING WITH YOU!