Supervisor, Customer Care

Cebu, 07, PH, 6000

Description: 

Supervisor, Customer Care

PRIMARY RESPONSIBILITIES:

•Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.

•Directs and/or manages all activities associated with Call Center operations.

•Maintains and enhances customer services by organizing and evaluating service, delivery systems and procedures. Supervises a staff of employees, working to develop and coach talent to ensure the successful operation of the team and organization.

•Establishes and implements performance and service standards.

•Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.

•Ensures productivity meets or exceeds service and quality standards.

•Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching

•Provides guidance, leadership and motivation to promote maximum performance

•Assesses and evaluates current team competencies to develop a baseline of service opportunities. Assists in training new employees and ensuring ongoing training is effective.

•Measures service levels and tracking systems for program improvement.

•Analyzes and resolves customer service escalations

•Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

•Maintains adherence in areas such as attendance, punctuality, use of time-off, etc.

 

SKILLS REQUIREMENT:

 

•Typically, a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts.

•Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues.

•Sets priorities for team to ensure task completion; coordinates work activities with other supervisors

•Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.

•Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.

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. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to LOA.Accommodations@Continuumgbl.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.