Job Description

Posted
29-Jun-2022
Service line
GWS Segment
Role type
Full-time


Areas of Interest
Consulting, Customer Service


Location(s)
Makati City - National Capital Region - Philippines

• The Customer Service Supervisor is responsible for providing guidance on day-to-day delivery and agent performance management: creation, dispatch, and completion monitoring within the agreed SLA. This team member ensures the delivery of customer satisfaction and superior customer experience by adhering to GWK’s quality policy, quality objectives, and client’s business requirements.
• The team leader has an overview of group of people, motivates, gives instruction, and monitors performance.
• He/She is responsible for communicating the strategy and guiding the team towards organization targets and goals, and responsible for strategizing and overseeing operations in day-to-day service delivery.

Working Hours Flexible working arrangements: work-from-home or work-on-site as required Core Responsibilities 1. Manages day to day operations, service delivery and administrative tasks such as planning, meetings, and many other organization tasks, Primary responsible to make work and achievements transparent and accessible to anyone in the business: Reports and Data.
2. Leads by example and motivates associates to deliver exemplary performance; this involves scheduled and on the fly coaching and mentoring, communication of goals and targets, setting of objectives and sharing of feedbacks, leading team meetings, and leading 1-2-1 and personal development plans, pitching ideas through presentation and reports, supporting social and wellbeing activities by using incentives and rewards; Recognition
3. Performance Management: Appraise interpersonal skills to evaluate how they are performing and the effectiveness of their work; delivery and impact
4. Frontline support in Operations and client facing through multiple channels of voice, emails, and self-service & help address and mitigate present challenges in day-to-day delivery – this includes account related problems and escalations, conflict and difficult interpersonal management, mediation and liaison with Management and HR
5. Supervisory Requirements:

• Provide training and assistance such as process and technical guidance to new hires. Assign, delegate and coordinate of task assignments to co-workers within a work unit
• Real Time Monitoring and Task Management
• Delegation of Swiss Army
• Risk Assessments
• Control: Operations and Personal Management

6. Guide other team members on projects/accounts to ensure meeting client’s expectations; Resolve issues relevant to process
7. Committed in participating in knowledge advancements such as workshops, trainings, refresher and upskilling to help drive Competency within business unit 8. SWISS ARMY – Performs and assumes tasks distributions in case in need, Legacy Qualifications
1. Bachelor's degree (BA/BS) from 4-year college or university required
2. Experience of 2 to 3 years in a Shared Services Center or Business Process Outsourcing environment, particularly in call center operations experience or call center management experience, quality management; experience in facilities management domain is preferred
3. Microsoft Office proficient
4. Customer service skills such as effective listening, empathy, building rapport; results-oriented with an analytical mindset
5. Excellent written and verbal communication skills in English and Japanese
6. Strong analytical and problem-solving skills; ability to effectively present information
7. Quick learner and sharp attention to detail
8. High standard and regard to quality and integrity
9. Ability to interact with different enterprise stakeholders, clients, and business partners
10. Strong time management and organizational skills
11. Ability to provide efficient, timely, reliable, and courteous service to customers