Hybrid Shift Supervisor - Call Center Ops

Sourcefit; Quezon City; Hybride; PHP 600 000 - 1 080 000; Plein temps

Résumé du poste

Sourcefit is seeking a Team Lead in the Philippines to oversee daily shift operations at Eastwood QC. The hybrid role requires on-site days Wednesday and Thursday, with remote days Monday, Tuesday, Friday, and weekends off.

You will supervise staff, manage schedules, monitor quality, and address customer inquiries across calls, emails, and chats, while coordinating with other departments to meet SLAs and improve customer experience.

Qualifications

• Bachelor’s degree in Business Administration, Management, or related field.
• Minimum of 2 years of team lead/supervisory experience in a call center or BPO.
• Experience in Supply Chain, Trade, Logistics, or related industries is an advantage but not required.
• Demonstrated ability to lead a team, manage performance, and drive productivity while maintaining quality standards.
• Willingness and ability to learn business processes, operational systems, and client-specific requirements.

Responsabilités

• Ensure shift is SLA compliant.
• Address customer inquiries, concerns, and complaints professionally, ensuring a positive experience.
• Document incidents and irregularities and report ongoing issues to middle or upper management.
• Develop and implement support policies and procedures.
• Provides final resolution on customer complaints and escalated cases.
• Respond to Client’s Emails, and Live Chats.
• Answer inbound calls and respond to customer inquiries.
• Monitors and ensures that inbound calls are handled in a timely manner (Call Queue Monitoring).
• Coordinate with other departments to address customer needs.
• Accomplishes and submits Supervisor’s daily and monthly reports.
• Ensure efficient and smooth daily operations, monitor product quality, and maintain a clean and organized work environment.
• Handles VIP Client support.
• Analyze customer feedback to identify areas for improvement and help develop strategies to enhance overall customer experience.
• Prepares team shift and task schedule.
• Managing and mentoring staff.
• Coordinate activities, delegate tasks, and provide guidance and support to team members during the shift.
• Monitoring team performance through metrics.
• Mediate conflicts among team members, resolve operational issues, and make effective decisions under pressure.
• Onboard and train new employees, provide ongoing coaching, and reinforce company standards.
• Other tasks and responsibilities may be required by the business to ensure operational continuity and support overall company objectives

Connaissances

People leadership

Customer service

Communication

Training & coaching

Performance analytics

Process improvement

Time management

Formation

Bachelor’s degree

Description du poste

Sourcefit is seeking a Team Lead in the Philippines to oversee daily shift operations at Eastwood QC. The hybrid role requires on-site days Wednesday and Thursday, with remote days Monday, Tuesday, Friday, and weekends off.

You will supervise staff, manage schedules, monitor quality, and address customer inquiries across calls, emails, and chats, while coordinating with other departments to meet SLAs and improve customer experience.