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CX Supervisor Apprentice at Afni, Inc.

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Monitoring, Call Auditing, Personnel Supervision, Quality Assurance, Data Analysis, Reporting, Customer Satisfaction, Staff Scheduling, Performance Management, Project Execution, Stakeholder Management, Team Leadership

Industry

Outsourcing and Offshoring Consulting

Description

Position Purpose: The CX Supervisor is responsible for supervising activities of CX Analysts in various areas of transaction quality which includes: * call monitoring and call auditing. Ensuring that quality metrics are met * and analytics are provided in partnership with the Operations team. Essential Functions and Responsibilities: * Supervises, selects, develops, trains, and evaluates personnel. * Monitors call center agent activities to ensure quality standards are met. * Communicates, implements, and interprets quality policies and procedures. * Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction. * Consolidates and created reports and analytics to various stakeholders. * Develops measures to analyze and improve overall efficiency. * Schedules personnel to provide adequate staffing levels. * Drives team metrics and individual team member scorecards to ensure team targets are met. * Performs regular team meetings and 1:1 session with their respective team members. * Covers for team members as needed to ensure a healthy balance of meeting their targets, learning and development and nurtures a healthy working environment. * Plans, coordinates, and executes projects if necessary. * Establishes and maintains effective working relationships with Operations Team. * Performs other duties as assigned.

Responsibilities

The CX Supervisor oversees CX Analysts to ensure transaction quality through call monitoring and auditing. They are responsible for driving team metrics, managing personnel, and collaborating with Operations to improve overall efficiency.