Deskripsi Pekerjaan
Are you ready to champion your expertise with us? SSG is looking for a dynamic Workforce Supervisor to join our growing team in Pasig City. We believe in discovering what's #BetterWithSSG, and we need a dedicated leader to help us achieve that vision.
In this role, you will be responsible for overseeing daily operations, ensuring top-tier service quality, and maximizing team productivity. You will act as a bridge between management and frontline agents, providing guidance, support, and mentorship. If you are passionate about people management and driving operational success in the BPO industry, this is the perfect opportunity for you to advance your career.
Join us in creating exceptional customer experiences and leading a team to success in one of Metro Manila's prime business hubs.
Tanggung Jawab
- Oversee daily workforce operations and ensure optimal team performance and attendance.
- Monitor and analyze Key Performance Indicators (KPIs) to drive operational excellence and productivity.
- Conduct regular shift briefings, coaching sessions, and performance reviews with team members.
- Resolve escalated client issues and operational bottlenecks efficiently to maintain service standards.
- Manage recruitment, onboarding, and training processes for new team members.
- Ensure full compliance with company policies, quality standards, and regulatory requirements.
- Collaborate with other departments to streamline processes and improve overall customer satisfaction.
Kualifikasi
- Bachelor's degree in Business Management, Human Resources, or a related field (or equivalent work experience).
- Minimum of 3-5 years of experience in a BPO, Call Center, or Customer Service environment.
- Proven leadership experience with a track record of managing teams effectively.
- Strong communication, interpersonal, and conflict resolution skills.
- Familiarity with workforce management tools (e.g., NICE, Calabrio) is a plus.
- Ability to work in a fast-paced, high-pressure setting with flexibility for shift work.
- High attention to detail and a commitment to quality service delivery.