Deskripsi Pekerjaan
Champion your expertise with us and discover what's #BetterWithSSG! Join our dynamic team as a Workforce Supervisor in Cebu City, where you'll lead customer service operations and drive team excellence. This pivotal role requires strategic workforce planning, performance optimization, and team development to ensure seamless call center operations. You'll be instrumental in mentoring agents, implementing process improvements, and maintaining service quality standards while fostering a collaborative culture. At SSG, we empower leaders to innovate and grow, offering competitive compensation and career advancement opportunities in a fast-paced environment. If you're passionate about transforming customer experiences and developing high-performing teams, this is your chance to make a significant impact with an industry leader.
Tanggung Jawab
- Oversee daily workforce scheduling and real-time call center operations
- Coach and develop agents through performance reviews and skill-building sessions
- Analyze operational metrics to identify optimization opportunities
- Implement and enforce quality assurance standards and compliance protocols
- Collaborate with HR for recruitment, onboarding, and retention strategies
- Resolve escalated customer issues and complex operational challenges
- Drive continuous improvement initiatives through data-driven insights
Kualifikasi
- Bachelor's degree in Business Management, Psychology, or related field
- Minimum 3 years call center experience with 1+ years in supervisory role
- Proven expertise in workforce management systems (e.g., NICE, Calabrio)
- Strong analytical skills with proficiency in reporting tools
- Exceptional leadership and conflict resolution abilities
- Knowledge of WFM methodologies and scheduling algorithms
- Ability to thrive in high-pressure, metrics-driven environments