Customer Service Supervisor

Temu; Manila; Sur place; PHP 480 000 - 720 000; Plein temps

Résumé du poste

Temu in Manila is seeking a dedicated customer service supervisor to lead and mentor a growing team. You will monitor daily operations, ensure service quality, and drive performance through coaching and feedback.

Collaborate with the Workforce Management team to schedule shifts, monitor adherence, and coordinate leave. You will present team metrics, identify gaps, and promote a culture of accountability, empathy, and continuous learning.

Qualifications

• Bachelor's degree preferred.
• Minimum 3 years of work experience in related field.
• Strong leadership and coaching skills to inspire performance.
• Excellent English communication (verbal and written).
• Analytical mindset to interpret performance data.
• Strong problem-solving skills and calm under pressure.

Responsabilités

• Supervise, mentor, and coach a customer service team; monitor daily operations for quality.
• Conduct performance reviews and develop coaching plans.
• Partner with WFM to manage scheduling, adherence, and leave coordination.
• Facilitate team huddles and refresher trainings to reinforce updates.
• Prepare and present team performance reports with trends and gaps.
• Support continuous improvement by identifying gaps and implementing best practices.
• Foster a positive culture with accountability, empathy, and continuous learning.

Connaissances

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Team motivation

Formation

Bachelor's degree

Outils

Verint

Description du poste

• 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.

Requirements:

• 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.