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Supervisor (RFH18306)
Image Icon Philippines · Pasig City (Rockwell)
Category Operations

Job Summary:

  • Responsible for direct supervision of 15-18 agents.

Duties/Responsibilities:

  • Responsible for the attainment of client set goals, efficiency targets and overall team performance.
  • Performs consistent and affective coaching sessions to address performance gaps.
  • Analyzes agent's performance and develop an action plan to bridge gaps.
  • Conducts regular performance management to improve challenged members of the team.

Qualifications:

  • Candidate must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or Bachelor\'s/College Degree in any field.
  • Open to shifting, flexible in terms of work hours, and working on holidays.
  • Strong performance management background.
  • Excellent coaching skills.
  • Can work under extreme pressure.
  • Possess above average English written and verbal communication skills.
  • With a demonstrable track record in achieving targets and improving agent performance.
  • Service and customer-focused.
  • Strong analytical skills; very detail-oriented.
  • Strong decision-making and problem-solving skills.
  • Knowledgeable in call center tools and processes.