Customer Service Supervisor

TEMU; Eastern Manila District; Vor Ort; PHP 502.000 - 725.000; Vollzeit

Zusammenfassung

TEMU in Manila is seeking an experienced team leader for a frontline customer service unit. The role requires mentoring staff, driving performance, and coordinating with the Workforce Management team to ensure optimal shift coverage and real-time adherence.

The candidate should have a minimum of 3 years in related roles, strong leadership and analytical skills, and excellent English communication. This in-person position emphasizes coaching, reporting, and continuous process improvement.

Qualifikationen

• Bachelor's Degree preferred.
• Minimum 3 years of related experience.
• Strong leadership and coaching skills.
• Excellent English communication (verbal and written).
• Analytical mindset to interpret performance data.
• Strong problem-solving and composure under pressure.
• Strong computer and software skills.

Aufgaben

• Supervise, mentor, and coach a team of customer service to ensure service quality.
• Conduct performance reviews and develop individual coaching plans.
• Partner with WFM to manage scheduling, real-time adherence, and leave coordination.
• Facilitate team huddles, refresher trainings, and knowledge-sharing sessions.
• Prepare and present team performance reports, highlighting trends and gaps.
• Support continuous improvement by identifying process gaps and implementing best practices.
• Foster a positive, accountable, empathetic, and continuously learning team culture.

Kenntnisse

Leadership & coaching

English communication

Analytical thinking

Problem solving

Computer skills

Ausbildung

Bachelor's degree preferred

Tools

Verint

WFM tools

Jobbeschreibung

Key Responsibilities

• 1.Supervise, mentor, and coach a team of customer service. Monitor daily operations to ensure service quality.
• 2.Conduct performance reviews, provide constructive feedback, and develop individual coaching plans.
• 3.Partner with Workforce Management (WFM) Team to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination, schedule adjustments, and Verint tagging.
• 4.Facilitate team huddles, refresher trainings, and knowledge-sharing sessions to reinforce updates and best practices.
• 5.Prepare and present team performance reports, highlighting trends, gaps, and opportunities for improvement.
• 6.Support continuous improvement initiatives by identifying process gaps, proposing solutions, and implementing best practices.
• 7.Foster a positive and motivating team culture that encourages accountability, empathy, and continuous learning.

Qualifications

• 1.Bachelor's Degree preferred.
• 2.Minimum 3 years of working experience in the related field is required for this position.
• 3.Strong leadership and coaching skills with the ability to inspire team performance and accountability.
• 4.Excellent communication skills in English (verbal and written).
• 5.Analytical mindset with the ability to interpret performance data and drive improvements.
• 6.Strong problem-solving skills and ability to remain calm under pressure.
• 7.Strong computer and software skills.

Work Location: In person