CSR Supervisor- Local Account - Pasig
1 araw ang nakalipas
Paglalarawan ng trabaho
The CSR Supervisor is responsible for overseeing inbound and outbound customer service operations, ensuring efficient handling of customer inquiries, follow-ups, and manual processing tasks.
This role leads the team in delivering excellent service, meeting performance targets, and maintaining operational accuracy.Key Responsibilities1. Team Leadership & Supervision
Supervise daily operations of CSR team (inbound & outbound)
Monitor attendance, productivity, and KPI performance
Conduct coaching, performance reviews, and disciplinary actions when necessary
Motivate the team to achieve service and sales targets
- Inbound & Outbound Operations
Manage outbound calls (follow-ups, confirmations, collections, client retention)
Ensure proper call handling, scripts adherence, and quality standards
Handle escalated customer concerns professionally
- Manual Processing & Documentation
Ensure accuracy of customer data and transaction records
Monitor compliance with company policies and standard operating procedures
Coordinate with operations, sales, and other departments for concerns
- Performance Monitoring & Reporting
Prepare daily, weekly, and monthly reports
Identify gaps and implement improvement plans
- Training & Development
Facilitate call audits and quality assurance reviews
Provide refresher training on scripts, systems, and procedures
Qualifications
Bachelor's degree in any related field
Minimum 6-8 years CSR experience (Inbound & Outbound)
At least 5 years supervisory experience
Experience in manual order processing and documentation
Strong leadership and people management skills
Excellent communication and conflict resolution skills
Proficient in MS Office and CRM systems
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