Customer Service and Retention Team Leader

SVCPH Inc.

Cebu City

On-site

PHP 360,000 - 520,000

Full time

6 days ago

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Benefits offered by this job

Medical/Dental coverage

Life insurance

Free weekly in-house massage

Cash incentives for referrals

Career development

Service incentive leave program

Annual salary increase based on perfom

Fun and family-like working env

Quarterly team outings

Free coffee and hot chocolate

Sleeping lounge and entertainment area

Excellent office location in Cebu IT P

FB page presence with Select VoiceCom

Job summary

Select VoiceCom in Cebu City, Philippines is seeking a dedicated supervisor to lead call-center teams. You will provide real-time support, coach staff, and write performance reviews.

The role includes developing staffing plans, scheduling, and ensuring adherence to procedural standards. Ideal candidates have at least 1 year of supervisory experience in a BPO, strong coaching skills, and the ability to communicate effectively at all levels.

Qualifications

Minimum 1 year supervisory/team lead experience in a BPO.
At least 1 year of retention experience as a supervisor or agent.
Thorough knowledge of call center operations and workflows.
Strong coaching, management and people skills.
Data-driven with ability to analyze performance data.
Excellent presentation and communication abilities.
Ability to stay stable under pressure and manage schedules.

Responsibilities

Provide real-time support on assigned agents to maximize performance.
Offer regular statistical feedback and coaching to team members.
Write and administer performance reviews for skill improvement.
Be available to help employees with work/personal problems and coaching.
Foster a high-quality work environment with feedback.
Prepare scorecards and communicate warnings per policy and standards.
Assist managers with staffing, training, scheduling, and reward programs.
Establish standard work procedures aligning with company directives.

Skills

Supervisory experience

Retention experience

Call center operations knowledge

Coaching and management

Data-driven

Strong communication

Attention to detail

Tools

MS Excel

MS Word

MS PowerPoint

Job description

What you'll do:

Provide real-time support on assigned agents so they'll perform at their highest level.

Provide statistical/performance feedback and coaching on a regular basis to each team member.

Write and administer performance reviews for skill improvement.

Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

Responsible for creating and maintaining a high-quality work environment by constantly giving individual and group feedback.

Prepare scorecards and communicate effectively with employees on warnings and make effective/appropriate decisions relative to company policy and campaign standards.

Assist managers with daily operation of the call center, including the development and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to process improvement.

Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

What you'll need:

At least 1 year of continuous supervisory/team lead experience in a BPO company

At least 1 year of retention experience as a supervisor or as an agent

Thorough knowledge of call center operations

Being able to follow procedures and workflows

Strong coaching and management skills

Data-driven

Coping with changes and stressful situations, stability

Understanding of subscription business

Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive and professional manner

Excellent organizational, leadership, interpersonal and time management skills

Ability to take instructions from management and ensure follow up

Strong computer application skills including MS Excel, MS Word, MS PowerPoint and others.

Ability to communicate effectively with team members and managers of all levels.

Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.

Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.

Strong support skills and ability to work well under pressure

Flexibility to work various schedules

Willing to start ASAP

Willing to work on-site

Work schedule: Night shift

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, I work at Select VoiceCom, and think it\'s a great place to work! The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!

Checkout our Facebook page: www.facebook.com/selectvoicecomph

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