Customer Service Supervisor

Work Setup: Hybrid (once a week onsite)

Location: Makati, Metro Manila

Summary:

The Customer Service Call Center Agent Manager will play a crucial role in leading our customer service team for shop.hersheys.com - a direct-to-consumer e-commerce chocolate gifting business. This role combines leadership, problem-solving, and strategic planning skills to ensure our call center agents provide top-notch customer service. The manager will oversee a small team, starting with two agents and expanding to five agents during peak seasons, ensuring quality standards, customer satisfaction, and team morale are maintained.

Major Duties/Responsibilities:

Team Leadership and Management (20%)

• Directly oversee two customer service agents for the first three quarters of the year, expanding supervision to five agents in the final quarter.
• Lead, motivate, and manage the team to achieve high performance and exceptional customer service standards.
• Conduct regular team meetings to discuss goals, updates, and performance feedback.
   

Customer Satisfaction and Quality Assurance (20%)

• Monitor and maintain high Customer Satisfaction (CSAT) scores.

• Implement and refine quality assurance processes to ensure service excellence.

• Handle escalated customer issues, providing timely and effective resolutions.

Coaching and Development  (20%)

• Provide ongoing coaching and training to agents to improve their skills and performance.

• Conduct regular performance reviews and develop individual growth plans for each agent.

• Foster a culture of continuous improvement and professional development.

Problem Solving and Process Improvement (15%)

• Identify and resolve operational issues to enhance efficiency and service quality.

• Analyze call center metrics and customer feedback to identify trends and areas for improvement.

• Implement process improvements to optimize call center operations.

Team Morale and Engagement  (15%)

• Create a positive and energetic work environment that promotes teamwork and collaboration.

• Recognize and reward outstanding performance to maintain high team morale.

• Organize team-building activities and events to foster a cohesive team spirit.

Operational Oversight (10%)

• Manage workforce scheduling, shift management, and workload distribution.

• Maintain accurate records and reports on agent performance, customer interactions, and operational metrics.

• Ensure compliance with company policies and procedures.

Minimum Education and Experience Requirements:

Education: Bachelor’s Degree required, in Business Administration, Management, or any relevant field

Experience:

• Must have a minimum of 3 to 5 years of experience in a call center management role, preferably in an e-commerce or direct-to-consumer environment.
• Proven track record of achieving and maintaining high CSAT scores.
• Strong leadership, coaching, and team development skills.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills.
• Proficiency in call center software and CRM systems.
• Ability to thrive in a fast-paced, dynamic environment.
• Amenable to a night schedule from 8:00 PM to 5:00 AM