Lead Call Center Coach & Operations Supervisor

ResultsCX Named ‘Major Contender’ in Everest Group; Cebu City; Presencial; PHP 420.000 - 650.000; Jornada completa

Descripción de la vacante

ResultsCX in Cebu City is seeking a proactive Supervisor to lead a team of 10+ agents, drive performance against KPIs, and deliver Best-In-Class coaching on call center performance and customer service. The role emphasizes mentoring and developing agents through product know-how and procedural updates.

The candidate should excel in communication, multitask effectively, and maintain a positive team environment while ensuring accurate payroll documentation and scheduling alignment with client

Formación

• Experience as a Mentor.
• Ability to exceed KPI targets.
• Inbound contact center environment knowledge.
• Excellent phone skills and customer service skills.
• Strong written and verbal communication.
• Ability to multitask and handle escalated calls professionally.

Responsabilidades

• Directly manage a team of 10 or more agents; participate in hiring and disciplinary inputs.
• Coach agents to improve performance and coaching effectiveness.
• Document account resolutions, issues, and notes.
• Provide troubleshooting support for customers and agents.
• Maintain target performance levels required by the client.
• Stay updated on product knowledge via trainings and updates.
• Motivate the team to improve morale and teamwork.
• Ensure agents have working equipment and resources.

Conocimientos

Mentor/Coaching

KPI management

Inbound call center knowledge

Verbal & written communication

Multitasking

Escalation handling

Descripción del empleo

ResultsCX in Cebu City is seeking a proactive Supervisor to lead a team of 10+ agents, drive performance against KPIs, and deliver Best-In-Class coaching on call center performance and customer service. The role emphasizes mentoring and developing agents through product know-how and procedural updates.

The candidate should excel in communication, multitask effectively, and maintain a positive team environment while ensuring accurate payroll documentation and scheduling alignment with client