Contact Center Supervisor - Quezon City
Quezon City, National Capital Region
Posted today
- Company:
- Dempsey Resource Management Inc.
- Company Description:
- Dempsey Resource Management Inc. (DEMPSEY) is an executive search and referral services company. We do assist our client companies in the sourcing of competent and qualified candidates to fill up various job positions in their organization. The job positions we are targeting for our referred candidates are those intended for direct hiring by our clients. Our company is not a contracting agency. We do not hire and deploy people to other companies for contractual, temporary jobs or even special projects.
- Contract Type:
- Full Time
- Experience Required:
- 5 to 10 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
- Willing to WORK ONSITE in QUEZON CITY
- Willing to accept a Salary Range of ₱25,000 - ₱35,000 + HMO +1 dependent upon regularization + Life Insurance + Incentives
- Must be a Graduate of Bachelor's Degree in any course/s
- Has at least 5 years of work experience as a Customer Service Supervisor
- Must be a Team Player with good personality
- Oversee daily handling of inbound calls, e-mails, live chat, social media, and the other inbound customer channels.
- Execution of outbound tasks, which includes dispatch verification, satisfaction survey, and other forms of customer verification.
- Continuous improvement on both inbound and outbound flow in response to business situations and customer feedback.
- Ensure resources including staffing, training, and technology, are in place to achieve operational requirements according to management direction and customer behavior.
- Design and conduct regular performance evaluations for agents, offering constructive feedback, and implementing
development plans.
- Analyze customer feedback and work with the corresponding responsible team to ensure all concerns are closed.
- Collaborate with other departments to resolve complex customer issues.
- Conduct regular performance evaluations for agents' satisfactory survey, and work order verification.
- Manage escalations, VIP customers, DTI complaints, and the like.
- Oversee projects concerning customer touchpoints for aftersales.
- Key Indices: Service Level and Answer Rate, 24 Hour Handling, and the like