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Job Description

The Trainer/CS Supervisor will be responsible for leading customer related activities for the Customer Support Group and developing the department and its members with the assistance of lead agents within the department.

We are looking for a suitable individual with the following qualifications:

• At least 3 years supervisory experience with proficiency in leading, coaching, training, QA & mentoring others.
• Self-starter with excellent follow-up and time management skills; ability to multi-task.
• Capable of handling fast-paced, innovative, and constantly changing environment.
• Flexible and enthusiastic willingness to work with constant change.
• Demonstrated team building and people management skills.
• Strong organizational, problem-solving and analytical skills.

Successful candidates will do the following tasks:

• Owns and facilitates the on-boarding process of new hire CSRs from communications training to transition/nesting. This includes setting up and maintenance of training modules and materials.
• Responsible for people development and alignment of goals to meet the company’s objectives.

• Responsible for meeting attrition targets and for uplifting morale and motivation of his/ her team members.
• Responsible for developing strategies in support of the department’s growth.
• Responsible for managing staffing levels to meet service level requirements.  Also responsible for other KPI’s impacting service level requirements like attendance, adherence, and compliance.
• Responsible for managing the performance of CSRs providing analysis, coaching and feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary.
• Responsible for intra-day and daily performance of the CSRs of a particular shift. Also responsible for supporting business continuity and disaster recovery plans whenever necessary.
• Responsible for completing training and maintaining sufficient knowledge on all related continuous education.
• Responsible for metric management of specific metrics as required by the company to meet Department goals and objectives.
• Responsible for communicating to all CSRs any new requirements, changes, updates on all support related information as well as company information.
• Responsible for use and training of call center tools related to performance monitoring and tracking.
• Responsible for selection, profiling and developing personnel to support company’s requirements.
• Responsible for assisting in resolving conflict, issues related to people concerns.
• Monitor and provide feedback to management on set parameters and maintain quality reports.

COMPETITIVE COMPENSATION AND COMMISSION PACKAGE AWAITS QUALIFIED CANDIDATES 

If this opportunity sounds of interest, you may apply online or submit your updated resume with cover letter to * Please login to view Email.

Only shortlisted candidates will be notified.

Visit www.360training.com or ‘Like us’ on Facebook: http://www.facebook.com/360training.comPhilippines for more info.

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