Shift Supervisor  

The shift supervisor will supervise the overall activity of his/her assigned shift, making sure that each member of the team is assigned a daily task to complete, while actively coaching agents, ensuring their quality performance and constantly monitoring the accuracy and timeliness completion of all team tasks at hand.

• Supervises the shift, applying observation, problem solving and decision making skills
• Allocates task, breaks, briefs responsibilities to the team
• Provides on-going agent coaching and corrective feedback, and documents the process
• Escalates all concerns and work-related issues within the shift
• Promotes the compliance of business processes and procedures, attendance policy,
• and rules and regulations
• Can lead the team to meet global KPI and SLA

The job description above is intended to convey information essential to the understanding of the scope of the position and it is not intended to be an exhaustive list of duties, responsibilities or working conditions associated with the position.

• A college degree is an advantage but not preferred
• At least seven (7) years BPO experience in customer service
• Or at least two (2) years in a supervisory, team leader, or people handling position
• Prior experience supervising agents and monitoring team activity is preferred
• Background in customer service and back office
• Has very good communication and presentation skills
• Is organized, detail oriented, analytical, and proactive
• Excellent problem-solving skills
• Good English communication both oral and written
• Computer literate, Microsoft Office skills
• Shifting work schedule
• Willing to work in Mckinley Hill, Taguig