Supervisor

Cebu, Cebu

Posted yesterday

Company:: Neksjob
Company Description:: Job Description: We are seeking an experienced Training Manager to lead and oversee the development and implementation of both technical and non-technical training programs for our workforce. This role requires a highly skilled professional with a deep understanding of training strategies, curriculum development, and the ability to evaluate the effectiveness of training initiatives across various disciplines. As the Training Manager, you will be responsible for: Developing training curriculum/materials and selecting appropriate delivery mechanisms. Delivering training programs for both technical disciplines (e.g., finance function, accounting standards, and internal financial systems) and non-technical skills (e.g., communication, time management, and leadership development). Monitoring and evaluating the effectiveness of training to ensure continuous improvement. Overseeing and possibly selecting vendors to create content or deliver specialized training. Leading the development of new solutions for complex projects, processes, and activities. Coaching, mentoring, and providing guidance to team members while managing full employee lifecycle responsibilities. Implementing short to medium-term activities and ensuring they align with the department's strategic goals. Ensuring that policies, processes, and standards are created and followed to support the tactical direction of the department. Key Responsibilities: Design, develop, and deliver specialized training programs to address discipline-specific and general workplace skills. Lead and manage a team of Specialists in various training functions, with full employee lifecycle responsibility. Evaluate the effectiveness of training programs and make necessary adjustments to improve learning outcomes. Serve as the final decision-maker on training content, delivery methods, and vendor selection. Develop strategies to address gaps in employee skills, performance, and knowledge. Ensure training programs align with company objectives and the evolving needs of the business. Qualifications: Proven experience as a specialist in a specific discipline, with a strong understanding of related disciplines. Demonstrated ability to drive the development of training solutions for complex projects and programs. Experience in managing and mentoring a team of specialists with varying levels of experience. Strong decision-making capabilities with the ability to take initiative and lead the implementation of tactical direction. Experience in developing both technical and non-technical training programs for diverse audiences. Familiarity with using various learning management systems (LMS) and training software. Skills & Attributes: Excellent communication and interpersonal skills. Strong leadership abilities with a coaching mindset. Ability to manage multiple projects and prioritize tasks effectively. Detail-oriented with the ability to assess and improve training effectiveness.
Contract Type:: Full Time
Experience Required:: 3 to 4 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 100

Job Description

Job Summary: We are seeking an experienced Supervisor for our Customer Service Operations team. The ideal candidate will oversee and manage both technical and non-technical customer support functions, ensuring that customer needs are met with efficiency and professionalism. This role encompasses remote customer service, including phone, online chat, and text-based support, as well as in-person service operations in distribution centers or walk-in service facilities. The supervisor will be responsible for managing a team of customer service representatives, ensuring high-quality service delivery and process improvement across all customer touchpoints.

Key Responsibilities:
Team Supervision & Leadership:

Oversee the daily activities of a team of customer service representatives, ensuring effective response to both high-volume, low-complexity inquiries and lower-volume, higher-complexity inquiries.
Provide mentorship and guidance to less experienced team members, promoting professional growth and excellence in customer service.
Manage employee performance, conduct regular evaluations, and address any challenges to improve team effectiveness.
Customer Service Operations:

Ensure the provision of excellent customer service in a remote support environment, handling phone, chat, or text inquiries and resolving issues in a timely manner.
Supervise customer service activities within distribution centers, repair centers, or walk-in customer service facilities, acting as the liaison between customers, production, and distribution departments to resolve issues related to specific customer orders.
Monitor and evaluate customer service quality, ensuring adherence to company standards and best practices.
Problem Resolution & Escalation:

Analyze and resolve complex customer issues that require advanced technical or non-technical support, providing solutions that maintain customer satisfaction.
Lead and support escalated customer issues, ensuring they are handled efficiently and professionally, and follow up to ensure resolution.

Process Improvement & Efficiency:

Continuously evaluate and suggest improvements to customer service processes, workflows, and policies to enhance operational efficiency and customer satisfaction.
Ensure that both remote and distribution center teams are equipped with the necessary resources and tools to provide optimal service.
Reporting & Documentation:

Track and report on key performance indicators (KPIs), providing regular updates to management on team performance and customer satisfaction metrics.
Maintain clear and accurate documentation of customer service activities and resolutions.

Qualifications:

Experience:

Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory capacity.
Experience in remote customer service (phone, chat, text) and/or in-person customer service (distribution center, repair center, walk-in service) is preferred.

Skills & Competencies:

Strong problem-solving and analytical skills, with the ability to address complex customer issues effectively.
Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
Ability to handle a high volume of inquiries while maintaining quality service.
Strong organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.
Education:

High school diploma or equivalent required; Bachelor's degree preferred.
Additional Information:
This position does not include sales targets or commission-based compensation. The focus is on providing high-quality customer service and operational excellence.