Seasonal Operations Supervisor

ResultsCX; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

ResultsCX in Pasig, PH is seeking a Seasonal Operations Supervisor to lead a team of 10+ agents, drive performance, and mentor staff in a fast-paced contact center environment.

You will oversee interviewing, onboarding, coaching, and ensure payroll inputs are accurate, while maintaining up-to-date product knowledge and meeting client KPIs. The role calls for strong communication, multitasking, and problem-solving skills with a flexible schedule.

Qualifications

• Experience as a Mentor.
• Ability to exceed KPI’s.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical and troubleshooting expertise.

Responsibilities

• Directly manage team of 10 or more agents, including input on hiring, discipline, payroll documentation.
• Identify, prioritize and coach agent development areas.
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for the customers.
• Maintain target levels of performance required by the client.
• Conduct mandatory phone call monitoring and desk-side coaching to ensure service levels.
• Ensure agents have working equipment and all items needed to do their job.

Skills

Mentor

KPI achievement

Contact center

Customer service

Communication

Multitasking

Troubleshooting

Scheduling flexibility

Job description

Job Description:

Description

Seasonal Operations Supervisor

Full Location: Pasig - PH

Are you positive, motivated and ready to learn in a fast-paced environment? This is an opportunity to work in a friendly atmosphere, be recognized for your success, and make a difference. At ResultsCX, we are focused on providing exceptional customer service to our clients and making the communities we live and work in a better place to be.

The Seasonal Operations Supervisor role provides World-class support to the Call Center Agents and our clients’ customers, as well as consistently driving to exceed performance targets. The supervisor supports and develops RAs by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development.

Specifically, the Seasonal Operations Supervisor role will work across the matrix on a regional basis to interview and close candidates for all assigned regions. The role will be hands-on and subjected to daily quotas that entail interviewing and offer ratios.

In This Role You Will

• Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
• Identify, Prioritize and Coach agent development areas
• Directly manage team of 10 or more agents
• Document account resolutions, issues, and general notes.
• Assist agents with functionality and basic troubleshooting of product or account issues for the customers
• Maintain target levels of performance required by the client
• Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
• Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
• Help maintain a good team and working environment
• Multitask, listen, input data, probes, and proves solutions to the agents.
• Ensure that all Agent reference materials are up to date.
• Undertake duties of a general nature or additional tasks as business requires from time to time
• Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
• Ensure that agents have working equipment and all items needed to do their job.

To Join Our Team, You Need

• Consistent attendance and punctuality.
• Experience as a Mentor.
• Ability to exceed KPI’s.
• Proficient knowledge of inbound contact center environment.
• Excellent phone skills, customer service skills, analytical and troubleshooting expertise.
• Solid verbal and written communication skills.
• The Ability to multi-task, handle escalated calls and upset customers in a professional and courteous manner.
• A flexible schedule.
• Analytical and troubleshooting expertise.