Clark | Operations Supervisor | Business to Business Account

Date: Jan 10, 2019

Location: Clark, PAM, PH, 2009

Year: 2019

 

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Your responsibilities:

•    Disciplinary responsibility of a team of customer service representatives
•    Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction/development
•    Enhance the goal of quality support by providing individual coaching feedback sessions and weekly one on ones that focus on improving customer satisfaction, communication skills and technical ability
•    Communicate performance related indicators into the team and back to the Management
•    Responsible for aligned [Quality and operational KPIs] instructions and communications to their team
•    Operational responsibility re/ managing the incoming volume / queue to meet KPIs and taking appropriate actions      (e.g. break scheduling, arranging for overtime etc.)
•    Handle customer inquiries (calls, mails and chats)
•    Provide administrative support
•    Driving Agent Round Table 

 

Your profile:

•    First work experience as Team Manager in Call Center business preferred 
•    Strong leadership skills
•    Proficient knowledge of business related processes and procedures (optional)
•    Good understanding of quality and operational KPIs 
•    Ability to transfer quality and ops related KPIs into team/ individual targets and detailed actions
•    Ability to analyse industry metrics; identify drivers and possible impact related to customer and market interactions on individual/team level plans 
•    Excellent communication and presentation skills
•    Strong organizational, time management and prioritization skills
•    Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
•    Business fluent in English and ideally of another foreign language

 

 

About Arvato

Arvato is a global BPO solutions provider. A subsidiary of Bertelsmann, one of the world’s largest media companies, Arvato has more than 65,000 employees in over 40 countries.

Arvato has over 3,000 employees across multiple sites. As a leading global solution provider we design and implement customized Finance & Accounting, Supply Chain and Customer Relationship Management solutions for some of the most well-known brands in the world. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.


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