Operations Supervisor
Harte Hanks
- Taguig, Philippines4th Floor, Market! Market! Mall, Fort Bonifacio, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2016-11-19T16:00:00+00:00Job closed.
Job Description
- Leads and manages a team of Tier 1 or Tier 2 agents in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues/complaints, placing sales orders) for the program
- Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly and monthly basis
- Handles escalation calls from Tier 1 or Tier 2 agents as exercising discernment on whether or not individuals are capable of handling complex customer calls
- Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle customer interactions
- Prepares and submits reports on team performance to the Operations Manager
- Discusses overall team performance in relation to the objectives of the program
- Determines areas for improvement of the account’s performance and translates these to action plans for the team
- Gathers data on recurrent training schedules and coordinates for attendance of Tier 1 or Tier 2 agents.
- Ensures that agents are adequately equipped with all the necessary tools to perform their job
- Solicits advice on employee relations issues, making sure that decisions made under one’s jurisdiction are within company guidelines and the Labor Code of the Philippines
- Coordinates for administrative needs for agents
- Cascades compensation and benefits information of assigned agents (i.e payroll templates)
- Coordinates for the servicing and troubleshooting of PCs and software to ensure they are in proper working order
- Monitors overall productivity of agents on the floor, and reports any system breakdowns / errors
- Works on individual / team schedule
Minimum Qualifications
- Strong analytical and planning skills;
- Good communication and presentation skills;
- Excellent problem-solving skills;
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 4th Floor, Market! Market! Mall, Fort Bonifacio, Taguig, Metro Manila, Philippines
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About Harte Hanks
Brand engagement is all well and good, but unless it moves a customer to act, it’s worthless. To do this, to go beyond engagement, we can’t simply be a company of the best, brightest, smartest, most passionate and most creative. We hire people who get things done.
Then we empower them. To act and to accomplish. To not just think, but execute our one goal, your one goal: To galvanize each aspect of your marketing effort in order to optimize every customer interaction at its single most critical point in time – the moment to click, subscribe, buy, respond or act.