Supervisor (Travel Account) – Davao
Davao – SM City, Davao
Responsibilities:
- Fully accountable for the performance of the entire team assigned to supervisor roster
- Responsible for complete and accurate reporting to direct manager in a timely and consistent manner with emphasis on excellence
- Auditing and providing feedback on supervisor’ performance
- Determines which agents are meeting goals and metrics
- Identifies those agents who are not meeting goals and conducts one-on-one coaching sessions with them
- Designs specific action plan which that agents need to follow
- Follows-up with agents after a specific prescribed period of time to see if there is an improvement in their performance
- Analyze KPI’s and understand interrelation of each KPI’s (read behavior through monitoring and correlation)
- Hold daily meeting with ACCM to discuss intra-day trends, behaviors, KPI’s, announcements.
- Prepare a daily game plan over problem behaviors for recommended educational tools to correct these behaviors (closed-loop process)
- Responsible of assuring the program is 100% compliant all on all house rules
- Studies performance reports and identifies the bottom 20% of agents and formulates an across the board action plan to implement across shift
- Responsible of schedule accuracy of agents and team managers.
- Performs all other duties which may be assigned from real time
Requirements:
- Must have 1-3 years experience in a direct customer service role
- Experience in managing technical project is an advantage
- Strong written and verbal communication skills and an has the ability to present to executives and clients
- Ability to multi-task, work long hours.
- Has good organizational and time management skills.
- Able to coach/manage group of Relationship Managers and Team Managers
- Analytical and should be detail oriented.
- Strong multi-tasking and delegation skills.
- High level interpersonal skills.
- Excellent problem solving and decision making skills
- Computer literate w/ first-rate skills using MS Office products.
TELEPERFORMANCE Philippines is a leading provider of outsourced customer experience management services in the country. The company began operations in the country in 1996 and has grown to become a preferred offshore contact center outsourcing option. It operates more than 11,000 workstations from business sites located across Metro Manila, Bacolod City, Cebu City, and soon in Masinag, Antipolo City.
Teleperformance Philippines was awarded “2011 BPO Employer of the Year” by the Business Processing Association of the Philippines and the Canadian Chamber of Commerce.
This 2013, Teleperformance marks its 17th year of continued growth in the Philippines. This milestone highlights the company’s commitment to steadily provide the best employment experience for the Filipinos, proactively support the nation’s ICT-BPO sector, and uphold its socio-civic engagements to create a difference in the lives of the Philippine community.
Teleperformance Philippines is a member of the Teleperformance Group. Founded in 1978, the Group has been serving companies around the world rolling out customer acquisition, customer care, technical support and debt collection programs on their behalf.
Teleperformance Philippines- Official 
TP_Philippines 
Teleperformance Philippines- Official
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Pavillon Mall EDSA Central Mandaluyong City —-.
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Supervisor (Travel Account) - Davao - Teleperformance - Davao - SM City, Davao
