Izone Technologies is engaged in providing BPO services, which includes specific online marketing services, website development, and inbound call center services.
Operations Supervisor
(National Capital Reg - Ortigas, Pasig City)
Responsibilities:
1. Manages a team of approximately 15 Technical Support Representatives and ensures that all key metrics of performance are met and exceeded (AHT, CSAT, QA, etc)
2. Acts as the first level of escalations and resolves all employment issues within the team through regular feedback, one-on-one sessions, team meetings, calibrations
3. Provides floor support during operations and ensures successful product knowledge transfer to the Technical Support Representatives
4. Manages team performance and ensures overall development of the team
5. Manages team metrics such as attrition, absenteeism, schedule adherence, and the like
6. Handles escalated customer calls
7. Responsible for daily, weekly, monthly reporting to shareholders as required
8. Responsible for monitoring the quality of performance of the team
Requirements:
1. Candidate must possess at least a Bachelor's/College degree
2. More than 2 years of actual experience as a Team Leader/Operations Supervisor for a Technical Support and Sales-oriented account
6. Willing to work on graveyard or cyclical shifts
Non-member
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JobStreet.com - 2 years ago
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