Operations Supervisor

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire an Operations Supervisor to join our growing company.

Job Responsibilities:

· Oversees one or more teams of customer service representatives who handle customer service inquiries and problems via phone and/or email

· Monitors operations to ensure adherence to service level standards and company/department policies and procedures

· Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers

· Ensures adequate phone coverage including making decisions regarding scheduling changes

· Responsible for performance appraisals, disciplinary actions, hiring/interviewing, etc.

· Evaluates the quality of customer service associates calls from customers and provides feedback to associates on strengths and areas for improvement

· Tracks and reports team performance against objectives and foals, i.e. quality, call volume, customer satisfaction, etc.

· Communicates with clients and other departments to ensure quality service delivery and customer satisfaction

Job Requirements:

· Has atleast 2 years of experience in a leadership role

· Highly reliable, dependable, and able to maintain attendance & punctuality

· Has aptitude for conflict resolution, develop solution and proactiveness

· Strong team orientation and highly collaborative

· Passion for leadership and mentorship

· Proficiency with technology, especially computers, software applications, and phone systems

· Exceptional verbal and written communication skills

· Strong understanding of company products, policies and procedures

· Analytical, efficient, and thorough

· Ability to remain calm and courteous under pressure

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Pampanga. Apply now!