Support Services Supervisor
TSI
Centris, Quezon City, Philippines
3d ago

Description

Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base.

Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

Principal Responsibilities

  • Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
  • Supervise 1-2 direct Supervisor Reports in addition to their own agents.
  • Supervise one administrative or support group (trainers, quality analysts, auditors) in addition to direct team manager responsibility.
  • Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.
  • Maintain diplomacy and tact when dealing with upset or escalated calls.
  • Ensure all staff track daily calls.
  • Accountable for all decisions, actions, and directives with respect to job responsibilities.
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
  • Follow up in a timely manner to ensure customer satisfaction.
  • Achieve Manager Indoctrination Training (MIT) certification within three months of entry into the position.
  • Achieve Leadership Development for Excellence Level 1 Certification within six months of entry into the position.
  • Achieve Leadership Development for Excellence Level 2 Certification within one year of the completion of Level 1 Certification.
  • Score on Leadership Development surveys must be a minimum of 80%.
  • Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner.
  • Team retention should be at a minimum of 95% monthly and negative attrition should be no more than 4% monthly.
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations that regulate the customer service industry.
  • Knowledge, understanding, and compliance with NCO policies and procedures.
  • Make recommendations to implement improved processes.
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
  • Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
  • Provide feedback to management concerning possible problems or areas of improvement.
  • Perform other duties as assigned by management.
  • Qualifications

  • Partial College or equivalent in relevant work experience.
  • 2 years of previous customer service / Supervisory experience required. 3-4 years of previous customer service / Supervisory experience preferred.
  • Ability to maintain the highest level of confidentiality.
  • Ability to lead, direct, and motivate others.
  • Ability to prioritize and work in a multi-tasked environment.
  • Ability to adapt to a flexible schedule.
  • Proficient personal computer skills, including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Work Environment

  • Office environment.
  • Ability to lift and / or move 20 pounds with or without accommodation.
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