ERC Team Supervisor - Philippines

Job Description

Team Supervisors are responsible for the day-to‑day activity and development of 15 Agents within a call center environment. The Team Supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and results. Team Supervisor’s conduct regular business meetings with Agents to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Team Supervisor’s work closely with the Call Center Operations Management to ensure the overall adherence to corporate policies and optimal performance standards.

Job Responsibilities:

• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Partnership with client support groups to work toward common goals
• Develop and maintain strategy on ensuring customer satisfaction on all customer interactions
• Provide t...