Customer Service Supervisor

Job Description

We are looking for a competent Call center supervisor to organize and direct a Customer Service Team for App Support (current size 25+agents). You will be responsible for assessing their work and give them feedback to maximize performance.

- Line manager: Inbound Operation Manager

- Responsibilities

• Workfore Activites
• Hire and onboard new employees
• Staffing planning/scheduling for all app support activities
• (Included scheduling staff for current app support and estimate staff needed if new app coming)
• Team performance Monitoring
• Assist in setting targets for individuals agent and team
• Monitoring and Assessing Performance​
• Team member supporting
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over case when needed
• Devise ways to optimize procedures, SOP
• Embed training and process change within the team, ensuring consistency and accurate delivery
• Other
• Ensure adherence to policies for attendance, established procedures
• Keep management informed on issues and problems
• Prepare results and performance reports

Job Requirement

• Education background​: College Diploma +
• Basic conversation English
• Working knowledge of MS Office (Good at Excel, PPT)
• Experience 
• Experience in customer service is essential
• Proven experience as call center supervisor or similar supervisory position
• Tech savvy with knowledge of commercial app, and telephone equipment
• Soft skill & personality prefer 
• Outstanding communication and negotiation abilities
• Flexible and results-oriented approach
• Excellent organizational and leadership skills