Job Description
The Contact Center Supervisor main role is to manage the Customer Service Call Center, supervise the Customer Service Representatives and act as the next level supervisor in case calls need to get escalated. He/She is in charge of monitoring and motivating the Customer Service Representatives so as to maintain the agreed level of customer service - high. He/She is responsible in maximizing customer satisfaction for the whole Pilmico Foods Group while ensuring achievement on KPI/OPI targets. He/she oversees that Customer Service Representative’s productivity, thoroughness, and appropriate customer-interaction-demeanor are maintained. Provides critical analytical insights and recommendations on Pilmico Foods Group operations by devising reports presented through Weekly, Monthly, Quarterly and Annual Business Reviews with all stakeholders.
Minimum Qualifications
- Bachelor’s degree of any course.
- Experience in customer service and related work
- Customer service focused personality
- Excellent written and oral communication skills
- Proficient computer software and data processing skills
- Must be able to create complex reports and present them in a professional manner
- Must be hard working and analytical
- Minimum 6 months supervisory work experience related to Call/Contact Center Operations, Business Process Outsourcing/Solutions, Shared Services, or Manufacturing.
- At least 6 months experience in Supply Chain / Customer Service
- Experience in LEAN, Six Sigma, Project Management and COPC HPMT methodologies is a plus
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Gov. Manuel A. Cuenco Avenue, Kasambagan 6000. Cebu City, Philippines, Cebu City, Central Visayas, Philippines