EAP Supervisor (Clinical Manager)
Manila, National Capital Region
Posted 6 days ago
- Company:
- BPO-services
- Company Description:
- Customer Interaction: Handle inbound and outbound customer calls, emails, and chats with professionalism and empathy. Issue Resolution: Address customer concerns, troubleshoot problems, and provide effective solutions to ensure a positive customer experience. Product/Service Knowledge: Develop a deep understanding of our products/services to provide accurate information and support to customers. Documentation: Maintain detailed and accurate records of customer interactions, transactions, and issue resolutions. Team Collaboration: Work collaboratively with team members and other departments to achieve overall customer satisfaction goals. Adherence to Policies: Follow established procedures and guidelines to ensure compliance with company policies and industry standards. Continuous Improvement: Provide feedback on processes and suggest improvements for better efficiency and customer satisfaction. Requirements: High school diploma or equivalent; some college education preferred. Excellent communication skills in [language(s) required]. Previous customer service experience in a BPO or related industry is a plus. Ability to adapt to a fast-paced and ever-changing work environment. Strong problem-solving skills and a customer-centric mindset. Benefits: Competitive salary and performance-based incentives. Comprehensive training programs. Career growth opportunities within the organization. Health and wellness benefits. Positive and collaborative work culture. Join our team and be part of a dynamic BPO environment committed to delivering outstanding customer service! Apply now to embark on a rewarding career journey.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Master’s Degree
- Gender:
- Any
- Number of vacancies:
- 5
Job Description
• Responsibility of Direct reports: Telephone counsellors team split across IRE/UK
• Responsibility for the line management of the TC’s in UK / IRE and all related functions.
• Support and guidance for clinical operational focus to the Senior Telephone counsellors.
• Supporting the oversight of the day-to-day clinical operations of the service (Telephone counsellors/ STC/ relevant support to SR’s) supporting clinical alignment within operations.
Overview of EAP Supervisor Duties:
• Line Management of Telephone Counsellors
• Performance Management of Telephone Counsellors
• Supervision of the team
• Team Recruitment
• Rota Management
• Clinical Case Escalation
***Educational Attainment - Masters in Psychology; License in Psychology
***Leadership experience for at least 6 years; 4- 7 years Sup - 2-3 years into Leadership; 7-12 years - Manager - 2-3 Yrs team management
• Knowledge of EAP services
• Strong business acumen and professional presentation
• Strong conflict resolution skills and customer focus
• Strong written and verbal communication skills
• Proficiency in MS Office applications
• Strength and experience in data analysis, planning, organization, accuracy, problem solving, prioritization and rapid execution of multiple tasks
• Proven ability to effectively communicate with all levels within the organization and be able to form effective collaborations with others
- Salary:
- 250.000,00 ₱ Monthly