Shift Supervisor
KMC Solutions
- Taguig, Philippines19th, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 3 years ago
2021-10-14T16:00:00+00:00Job closed.
Job Description
- Supervises the shift, applies observation, problem-solving, and decision-making skills.
- Allocates tasks, breaks, briefings, and responsibilities to the team.
- Provides ongoing agent coaching and corrective feedback
- Participates initiatively that will improve client services practices
- Acts as the subject matter expert during the shift
- Escalates all major concerns or work-related issues within the shift (e.g. IT issues, workstation concerns, or any tool & system-related matters) base on agreed protocols
- Ensures that agents are seated in their designated workstations based on the rosters
- Provides documented feedback on the agents’ performance/behavior in a timely manner and submits it to his/her immediate supervisor
- Maintains timely and transparent communication with the team about task and issue updates
- Performs regular and one-down duties (subordinates role) based on business needs
- Ensures compliance of business processes and procedures (e.g. JIRA process uploading)
- Ensures consistent implementation of the attendance policy and adheres to the agreed procedures on managing leaves, tardiness, and absences
- Maintains up to date knowledge of the product offerings of Pointsbet market including but not limited
- to:
- Racing and Sports products
- Terms and conditions applicable to respective brands
- Site navigations
- Can be assigned related task from time to time to support the overall objectives of the business
Minimum Qualifications
- A college degree is an advantage but not preferred
- At least five (5) years BPO experience in customer service
- Must have at least one (1) year of experience in handling customer service teams, demand management and operations management
- Must have experience in reports and analytics
- Strong problem-solving, project management, multi-tasking, organizational, and leadership skills
- Good English communication skills in both oral and written
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- KMC Cybersigma Lawton Ave. Mckinley West
- Industry
- Business Process Outsourcing
- Vacancy
- 1 opening
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About KMC Solutions
KMC Solutions provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
Our company provides email and live chat services to our clients for a Tech firm in the US and AUS, as well as monitoring for fraudulent customer trends and finance.