Supervisor, CARE Operations Supervisor, CARE Operations Philippines
Cimpress
Manila, Philippines
6d ago

Its time to do the best work of your life! Looking for Care Operations Supervisor for Pooling only!

Job Purpose

The Supervisor is primarily responsible for providing guidance and leadership to the CARE ANZ team in a multi-channel contact center.

You will be motivating, assisting and directing a team of frontline agents to meet monthly goals in accordance with defined targets.

Coach team to higher performance, meet and exceed established targets in support of the CARE vision.

Key Responsibilities / Duties

  • Motivate and coach CARE Specialists to achieve and maintain KPI targets and reach their full potential through continuous mentoring, monitoring, assessment and feedback on the specialist’s development while maintaining complete documentation of discussions and actions
  • Proactively raise issues which may adversely impact the team’s performance with the Manager
  • Consistently and effectively report on team’s challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs)
  • Timely communicate product updates, changes and up-trainings
  • Ensure disciplinary discussions and actions for frontline employees occur in a transparent, accurate and timely manner
  • Demonstrate a positive attitude, leading and facilitating change and modeling professionalism in all contacts with internal and external customers
  • Adhere to, support and administer the company policies and procedures as defined
  • Participate in cross-functional communications and meetings to support the specified domain and to support other domains;
  • establish healthy working relationships with remote partners and departments

  • Maintain personnel records and other documentation as identified and requested.
  • Find creative solutions to effectively address internal and external customer queries and concerns
  • Support and assist with hiring and training as requested
  • Perform additional responsibilities as required
  • Experience & Qualification

  • An aptitude for technology learning and use of multiple systems
  • Working knowledge of MS Outlook, Excel, Word and PowerPoint
  • At least three (3) years experience in contact center operations at least two (2) of which must be in a supervisory role
  • Highly competent in managing multiple tasks and changing priorities efficiently and effectively
  • Effective at coaching and motivating in a constantly changing environment
  • An aptitude for resolving customer issues while balancing the needs of the customers with the needs of the company
  • Display willingness to learn through openness to feedback and development
  • Excellent team player
  • Excellent verbal and written communication skills
  • Willing to Work on Site and Work at home
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