Customer Care Supervisor & Team Coach

iQor; Santa Rosa; On-site; PHP 400,000 - 620,000; Full time

Job summary

iQor in Laguna, Philippines is seeking an experienced Customer Service supervisor to lead the Customer Service Staff within the Business Unit, ensuring the highest level of service.

The role includes staffing the CS function, coordinating with managers, conducting appraisals, mentoring Team Leaders, monitoring performance, and preparing regular data reports to guide continuous improvement.

Qualifications

• 3+ years of experience in relevant field with 2+ years in a lead role.

Responsibilities

• Staff the Customer Service function to meet customer requirements.
• Provide team with clear communications and inform them of changes within the company.
• Provide CSA coverage during holidays, absenteeism, or high workload.
• Liaise with Business Managers to ensure CSA support for customers.
• Lead team meetings with clear objectives for staff.
• Perform yearly appraisals for staff.
• Mentor Team Leaders and guide daily quality, production, and turn-time goals.
• Monitor trends and report to management and customers, initiating corrective actions as needed.
• Prepare daily, weekly, monthly and quarterly data.

Skills

Years of experience

Lead role

Education

Bachelor's degree

Job description

iQor in Laguna, Philippines is seeking an experienced Customer Service supervisor to lead the Customer Service Staff within the Business Unit, ensuring the highest level of service.

The role includes staffing the CS function, coordinating with managers, conducting appraisals, mentoring Team Leaders, monitoring performance, and preparing regular data reports to guide continuous improvement.