Customer Service Supervisor

Nityo Infotech Inc.; Quezon City; On-site; PHP 502,200 - 725,400; Full time

Job summary

Nityo Infotech Inc. is seeking a senior Team Lead to manage a Quezon City call center team onsite, guiding daily operations and ensuring SLA compliance. The role requires strong leadership and communication skills with experience in a fast-paced contact center environment.

The position is full-time with shifting schedules and immediate availability, based in Vertis North, Quezon City. Ideal candidates have a college degree and proven supervisory experience.

Qualifications

• Preferably a college graduate and proven experience in a Team Lead or Supervisor role in a contact center or operations environment.
• Strong oral and written communication skills and the ability to manage teams effectively.
• Proficient in MS Office applications (Word, Excel, PowerPoint) and willing to work onsite on shifting schedules.

Responsibilities

• Manages the departmental operations for the call center and coordinates with client leadership for issue resolution.
• Oversees monitoring of call volumes to maintain Service Level Agreements; directs, supervises, and evaluates workflow.
• Conducts forecast activities for call patterns and staffing needs.
• Establishes procedures and scripts for team members and drives process improvements based on call metrics.
• Ensures reporting accuracy and timeliness across the team.
• Manages call lists and verifies tracking processes and contact attempts.
• Resolves systems problems that may affect departmental standards.

Skills

Leadership

Communication skills

Education

College degree preferred

Tools

MS Office (Word, Excel, PowerPoint)

Job description

On-site - Quezon City 3-5 Yrs Exp High/Senior High School Full-time

Job Description

Nature of Employment: Full Time

Working Setup: Full Onsite

Working Schedule: Shifting

Role Overview:

• Manages the departmental operations for the call center. Interacts with client leadership requiring issue resolution.
• Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained. Plans, directs, supervises, and evaluates workflow.
• Conducts call pattern forecasting activities.
• Establishes procedures and scripts used by team members. Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
• Ensures that reporting is accurate and is completed in a timely manner.
• Manages call list including verifying tracking processes, contact attempts, etc.
• Resolves systems problems that may affect departmental standards.

Qualifications:

• Preferably, a college graduate
• At least 3 years of experience in a Team Lead or Supervisor role within a Contact Center or Operations environment
• With experience in team management and leadership
• Possesses above-average oral and written communication skills
• Proficient in MS Office applications (Word, Excel, and PowerPoint)
• Willing to work on a shifting schedule and onsite at Vertis North, Quezon City
• Available to start ASAP

Customer Service People Management