Responsibilities
- Provides direction and guidance to guarantee consistent achievement of key performance metrics
- Achieves, measures, reports and communicates metric goal attainment for assigned team
- Ensures accurate and timely communication of client and campaign issues to Manager Site Operations
- Consistently achieves goals for number of call monitoring per week and scores for assigned team of technical support agents
- Coaches, mentors and develops agent team for skills expansion and promotional opportunities
- Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Maintains current employee records on direct reports
- Provides Subject Matter Expertise
- Ensures training needs of subordinates are met
- Modifies operations as needed to meet service level agreements under supervision of Operations Manager
- Resolves escalated customer issues
- Holds team meetings on a regular basis with direct reports
Requirements
- At least 1 year experience in the related field
- At least 1 year experience as an Supervisor
Work Arrangement
On-site — Davao-Felcris
