Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire an Operations Supervisor to join our growing company.
Job Responsibilities:
Oversees one or more teams of customer service representatives who handle customer service inquiries and problems via phone and/or email
Monitors operations to ensure adherence to service level standards and company/department policies and procedures
Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers
Ensures adequate phone coverage including making decisions regarding scheduling changes
Responsible for performance appraisals, disciplinary actions, hiring/interviewing, etc.
Evaluates the quality of customer service associates calls from customers and provides feedback to associates on strengths and areas for improvement
Tracks and reports team performance against objectives and foals, i.e. quality, call volume, customer satisfaction, etc.
Communicates with clients and other departments to ensure quality service delivery and customer satisfaction
Job Requirements:
Has atleast 2 years of experience in a leadership role
Highly reliable, dependable, and able to maintain attendance & punctuality
Has aptitude for conflict resolution, develop solution and proactiveness
Strong team orientation and highly collaborative
Passion for leadership and mentorship
Proficiency with technology, especially computers, software applications, and phone systems
Exceptional verbal and written communication skills
Strong understanding of company products, policies and procedures
Analytical, efficient, and thorough
Ability to remain calm and courteous under pressure
*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Pampanga. Apply now!
