Inbound Customer Support Supervisor (Full Time, Home-based)

We are looking to hire home-based inbound customer support supervisors with customer support experience to service customers in the North American time zone. Work from the comfort of your home in global markets and develop your career with us!

• Have you worked in a supervisor role previously leading in a Call Centre IT Environment?
• Do you have an understanding of call centre KPIs? 
• Do you have strong time management skills and the ability to supervise multiple projects? 
• Are your communication skills outstanding?
• Do you have team management experience and enjoy coaching and mentoring?
• If yes, we would like to offer you the following work-from-home, long term job opportunity: 

Inbound Customer Support Supervisor (Full time, Home-based)

Tasks & responsibilities

• Coordinate remotely working agent team
• Project preparation including scheduling, scripts, and information materials
• Assist in the formulation of targets for individuals and teams
• Hire and onboard new agents
• Ensure all assigned agents understand their job requirements
• Provide feedback and guidance to agents and support their overall performance
• Anticipate escalation and take over calls when needed, provide advice on the occurring issues
• Ensure that target client qualitative and quantitative service level expectations are met
• Drive to meet and exceed customer expectations and inspire agents to do the same
• Actively participate in various internal meetings and conference calls
• Manage the team and transfer knowledge during phases of project management
• Prepare & organize training
• Contact customers in writing and over the phone as needed 
• Proactively work on process improvement,  advising on ways to optimize SOPs, staff motivation
• Ensure adherence to policies for attendance, and established procedures
• Keep management informed on issues as they arise
• Prepare reports on performance indicators on a regular basis

Requirements

• Fluent in written and spoken English.
• Proven experience as a call center supervisor or similar supervisory position
• Experience in customer service is essential
• Working knowledge of MS Word, PowerPoint, Excel, and online applications
• Tech-savvy with knowledge of call center equipment and relevant applications
• People management skills
• Knowledge of performance evaluation procedures
• Outstanding communication, negotiation abilities and problem-solving skills
• Organization and multitasking skills
• Dynamic, open personality
• A results-oriented approach
• Team player

Work hours:

• Monday to Friday, 8:00 AM – 4:00 PM PT (Equivalent in Philippines Time: Monday to Friday, 11:00 PM – 7:00 AM PHT)

Home office requirements

• Have an Internet speed of at least 10 mbps download and 5 mbps upload (must provide a speed test copy)
• Must have a workspace free from outside noise and distractions
• USB headset is recommended to maximize good sound quality

Benefits

• Competitive Compensation
• International environment and great self-development programs
• Home-based work opportunity
• Passionate and welcoming colleagues
• Opportunity to develop your professional skills at a fast-growing company

Location

• Remote (home-based)

How to apply?

• If you are interested in this position, please apply here