Employee Support Supervisor Home-based

Job Description

About Us:

Outsourced.ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the worlds leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals.

Job Overview

As the Employee Support Supervisor for 1st Line Precision, you will supervise and coordinate the activities of the Philippines based Employee Support team and act as a liaison between management and the team, leading the team to successfully hit its targets, correcting any problem that arises and motivating the employee team with a hands-on approach.

Your ultimate objective is supporting and managing performance against KPIs and liaising directly with our employees and our team to successfully improve on customer issues, complaints, and inquiries, whilst maintaining and providing customer satisfaction at the core of every decision and behavior. This will have particular focus on our Global and US clients.

Responsibilities

• Manage and coordinate all team activities (inbound/outbound/correspondence) daily to ensure that excellent customer service is delivered at all times, whilst meeting agreed service levels, with a first contact resolution approach.
• Assist the team in handling both 1st line queries by phone, email and live chat as well as handling any email or phone queries from clients and agencies.
• Own and complete the Quality Assurance process, including call and correspondence monitoring, ensuring requirements are met for individual agents, and results published on a monthly basis.
• Provide coaching, support, and development to all team members through positive communication and feedback to maximize individual performance, quality, and productivity, and identify and formal training needs whilst ensuring that all new team members are fully supported through their induction period and beyond to develop into fully productive team members.
• Assist in resolving escalated queries, complaints, and grievances, such as a quality or customer problem that might be escalated to the team supervisor for handling by following agreed processes. This is with particular focus on agency and cline issues whilst outside of UK working hours
• Constantly review processes and procedures by utilizing data analysis, to identify trends in performance and opportunities to automate or and/or improve/optimize business procedures or performance
  
  

Qualifications

• At least 5 years of experience as a Team Lead or in a supervisory role within customer service
• Able to demonstrate experience of building great relationships and networking, commitment to customer service and the ability to be responsive to client requests.
• You must be able to manage your own workload and working with limited direction or supervision have great enthusiasm and attitude for the role
• With high level of resilience and strong written and verbal communication and emotional intelligence.
• Ability to help team members to have a clear understanding of what they will need to do differently and overcome resistance.
• Ability to communicate clearly in writing and orally with interpersonal skills and the ability to deal with a diverse range of people.
• Proficiency in Microsoft office, phone and message-based customer service and live chat is
  
  

Work Schedule: Within the 9:00 PM - 9:00 AM Manila Time window

Work Arrangement: Home-based (Equipment will be provided)

• Must be residing within Metro Manila
• Must have at least 50mbps internet (download and upload speed)
• Must have own equipment for taking assessments and client interviews
  
  

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "Im Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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