Call Center Supervisor

Simplr

Mabalacat, Pampanga

Job Description Summary
The Call Center Supervisor/Coach leads a team of associates by monitoring and managing their daily activities and performance. The Coach is also tasked with providing constructive feedback and if necessary any corrective action to ensure that the team meets client metric obligations on a daily basis. The Coach is also the team’s point of contact for escalations and is obligated to notify the Operations Manager of all issues arising from both external and internal customers.
• Review and monitor the daily activities and performance of the team, which includes attendance, call coverage, claim procedures and quality standards.
• Track, report and maintain quality, attendance, productivity and service measures.
• Accountable for ensuring that the team meets client metric obligations.
• Handle escalated customer calls as needed.
• Notify the Operations Manager on a daily basis of all issues that arise from the customers and the employees.
• Monitor associate calls... More Detail

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