JOB SUMMARY
The Customer Service Team Manager is responsible in ensuring consistency across his/her team in meeting and/or exceeding operational metrics as dictated by the business. He/she shall be in-charge of providing regular agent coaching and mentoring, identifying performance gaps, suggesting initiatives and executing action plans to ensure continuous improvement and development of his/her Kapamilya Care Specialists. He/she shall ensure that best customer experience is delivered across all channels of customer interaction.
As Immediate Head of Kapamilya Care Specialists, he/she is expected to excel at a variety of roles and responsibilities. The Team manager must be excellent multi-tasker, combining the ability to manage and coach KCS, handle challenging customers, readily shift priorities, prepare management reports, and lead team initiative, while ensuring that service level, quality objectives and client requirements are achieved.
DUTIES & RESPONSIBILITIES
- Operations Management
- Manpower Resource Management
- Strategic Tasks
- Process Related Tasks
- Reports Related Tasks
- Leadership Tasks
JOB SPECIFICATIONS
- College Graduates
- With at least 3 years experience as a Team Manager handling Hybrid/Non-Voice/ Digital accounts/ programs
REQUIRED COMPETENCIES
- Effective Communication
- Customer Focus
- Partnering
- Building Commitment
- Managing Performance
- People Development
- Planning and Delivering
- Problem Solving
- Decision Making
- Strategic Thinking
Job Type: Full-time
Salary: Php30,000.00 - Php40,000.00 per month
Benefits:
- Work from home
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
- Overtime pay
Application Question(s):
- Do you have an experience handling digital, non-voice or hybrid accounts/programs?
