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  Supervise and manage a team of customer service representatives.
  Set clear performance goals and expectations for the team.
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  Motivate, coach, and develop team members to meet performance targets and enhance skills.
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  Provide support and guidance to the team on handling customer inquiries and resolving issues

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  Ensure the team delivers a high level of customer satisfaction.
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  Monitor and evaluate customer service interactions to ensure quality and consistency
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  Address escalated customer concerns or complaints in a professional and timely manner.

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  Provide ongoing training and development opportunities for team members.
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  Conduct regular one-on-one meetings with team members to assess performance and offer feedback.
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  Identify areas for improvement and recommend solutions to enhance the customer experience.

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  Track and report on team performance, including KPIs such as customer satisfaction, call resolution times, and service levels.
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  Conduct regular performance reviews and provide constructive feedback.
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  D
  evelop action plans for underperforming team members and ensure improvements are made.

• 
  C
  oach and guide customer service representatives on effective communication, de-escalation techniques, and problem-solving strategies.
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  Provide ongoing support in managing customer behavior challenges, ensuring that agents remain calm, empathetic, and professional in all interactions.
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  Assist with training programs that focus on soft skills, behavioral management, and conflict resolution.

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  En
  sure adherence to company policies, procedures, and service level agreements.
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  I
  dentify and implement process improvements to increase efficiency and customer satisfaction.
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  Collaborate with other departments (e.g., sales, IT) to resolve customer issues and improve service offerings.

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  Maintain and update daily, weekly, and monthly reports on team performance and customer feedback.
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  Analyze trends and feedback to help improve team performance and customer satisfaction.

Requirements

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  Strong leadership skills with the ability to motivate and manage a diverse team.
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  Excellent communication and interpersonal skills.
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  Problem-solving ability and experience in handling escalated customer concerns.
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  Knowledge of customer service software, CRM tools, and MS Office Suite.
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  Ability to manage multiple priorities in a fast-paced environment.
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  Strong attention to detail and ability to manage both big-picture strategy and day-to-day operational needs.

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  Experience in customer service within a specific industry (e.g., retail, telecommunications, healthcare) is a plus.
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  Bachelor's degree or equivalent experience in customer service, management, or related field.
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  Knowledge of performance metrics, KPIs, and quality assurance standards.

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  Leadership and team management
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  Customer-centric mindset
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  Conflict resolution
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  Time management and multitasking
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  Data analysis and reporting
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  Adaptability and problem-solving
• 
  Process optimization and continuous improvement

• 
  Full-time position, with occasional overtime during peak seasons.
• 
  Must be willing to
  work onsite in Makati City
• 
  Must be willing to work in a
  rotating shift