Supervisor, Customer Care

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you an exceptional people Manager who AIMS HIGHER. REACHES FARTHER when it comes to challenges and solving problems? Can you ACT BOLD.BE PASSIONATE with your impressive communication skills, empathy, and strong persuasion. Can you BE ONE.HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

We are hiring a Customer Service Supervisor in our office in Cebu City, Philippines, who is responsible for managing, leading, training and developing a team of customer service representatives in order to achieve the operational goals and objectives.

ESSENTIAL FUNCTIONS

• Responsible for overseeing and managing a team of 12-15 agents. This involves assigning tasks, setting goals, and monitoring performance to ensure that team members are meeting targets and delivering quality customer service.
• Train new hires and providing ongoing development opportunities for existing agents. They conduct training sessions, coach agents on improving their skills, and provide feedback to help them enhance their performance.
• Monitor the performance of agents by reviewing call recordings, conducting quality assurance checks, and analyzing key performance indicators (KPIs) such as AHT, Overall Rep Experience, and 3 Day-resolution rate. They identify areas for improvement and implement strategies to enhance agent performance.
• Agent/s encounter complex or challenging customer situations, supervisors step in to provide guidance and support. They handle escalated customer complaints or issues that require a higher level of expertise, ensuring that customers receive appropriate resolutions.
• Generate reports on performance, analyzing data and metrics to identify trends, areas for improvement, and opportunities for enhancing customer service. They use this information to make data-driven decisions and implement strategies to optimize performance.
• Act as a messenger between his/her agents  and upper management. They communicate organizational goals, changes in processes or policies, and other relevant information to the team. They also collaborate with other departments, such as IT or training, to address issues and ensure smooth operations.
• Strong communication with our local and SPC partner to ensure that any help needed whether its process or anything that is related to developing agent's skills  and improving overall performance. 

REQUIRED EDUCATION AND EXPERIENCE

• 2+ Years of Call Center Experience
• Must have experience supporting to US clients
• Supervisory experience in a call center environment (preferred)
• Extremely competent with verbal and written English communication skills
• Thrives in a fast pace client driven environment

PERKS & BENEFITS

• Salary Range: (based on experience)
• Stable Full-Time Employment
• Insurance & Other Company Benefits
• Fun, Casual Work Environment

About Continuum Global Solutions, LLC 

Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. 

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.