It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary**
The Operations Supervisor at VXI GLOBAL HOLDINGS BV (PHILIPPINES) is responsible for overseeing and directing the day-to-day activities of a team of customer service representatives to ensure the achievement of key performance indicators (KPIs) and operational excellence. This role involves coaching, developing, and motivating team members, as well as maintaining a high level of customer satisfaction.
Job Responsibilities**
- Lead, motivate, and coach a team of customer service representatives to meet and exceed individual and team performance targets, including service level agreements, quality scores, and productivity metrics.
- Monitor team performance in real-time, identify areas for improvement, and implement corrective actions.
- Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to direct reports.
- Handle escalated customer inquiries and complex issues, ensuring prompt and satisfactory resolution.
- Ensure adherence to company policies, procedures, and quality standards.
- Develop and implement action plans to address performance gaps and improve overall team efficiency.
- Collaborate with other departments to resolve operational issues and improve cross-functional processes.
- Prepare and analyze performance reports, identifying trends and recommending solutions.
- Assist in the recruitment, training, and onboarding of new team members.
- Maintain a positive and engaging work environment that fosters teamwork and professional growth.
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Job Qualifications**
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 2-3 years of experience in a supervisory or team lead role within a call center or customer service environment.
- Proven track record of successfully leading and motivating teams to achieve performance targets.
- Excellent communication (verbal and written), interpersonal, and coaching skills.
- Strong analytical and problem-solving abilities with a keen eye for detail.
- Proficiency in using call center software, CRM systems, and Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong customer-centric approach with a commitment to delivering exceptional service.
- Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
