Deskripsi Pekerjaan
Hellmann Worldwide Logistics is a global leader in forwarding and logistics services. We are currently seeking a dedicated and experienced Site Facilitator (SF) Supervisor to join our Global Business Services (GBS) APAC team. This is a fantastic opportunity to lead a dynamic team in our Santa Clara, Bulacan facility, driving operational excellence and delivering top-tier support services.
We firmly believe that inclusion and social diversity are the cornerstones of our corporate culture. At Hellmann, we value every individual regardless of their background, gender, age, or abilities. As an SF Supervisor, you will play a pivotal role in fostering this inclusive environment while ensuring that our business objectives are met with precision and efficiency.
In this role, you will act as the bridge between operational management and the support team, overseeing daily workflows, handling complex escalations, and ensuring high standards of customer satisfaction. If you are a results-oriented leader looking to make a significant impact in a global organization, we want to hear from you.
Tanggung Jawab
- Supervise and lead a team of Site Facilitators and customer service representatives to ensure daily operational goals and service levels are met.
- Monitor team performance metrics, including call handling times, quality assurance scores, and customer satisfaction rates (CSAT).
- Handle complex escalations and high-priority customer inquiries with empathy, efficiency, and a problem-solving mindset.
- Conduct regular training sessions, performance reviews, and one-on-one coaching to foster professional growth and skill development.
- Collaborate with regional management to optimize processes, implement continuous improvement initiatives, and reduce operational costs.
- Ensure strict adherence to Hellmannās corporate policies, compliance standards, and health & safety protocols.
- Report daily, weekly, and monthly operational updates to senior leadership stakeholders.
Kualifikasi
- Minimum of 2-3 years of experience in a supervisory role within a Call Centre, Customer Service, or Logistics environment.
- Strong leadership skills with the proven ability to motivate, mentor, and manage a diverse team effectively.
- Excellent verbal and written communication skills in English; proficiency in Filipino/Tagalog is a strong advantage.
- Proficient in MS Office applications (Excel, PowerPoint, Outlook) and CRM software (e.g., Salesforce, Zendesk).
- Ability to work under pressure and manage multiple priorities in a fast-paced, deadline-driven environment.
- Relevant Bachelorās degree in Business Administration, Management, or a related field is preferred.