Unit Manager - Call Center at InteLogix

Bacolod, Negros Island Region, Philippines -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Communication, Interpersonal Skills, Call Center Software, Reporting Tools, Multitasking, Problem Solving, Coaching, Feedback, Training, Customer Escalation Handling, Performance Monitoring, Process Improvement, Regulatory Compliance, Attendance Management

Industry

Business Consulting and Services

Description

Who we are: InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations. Key Responsibilities: Supervise and support a team of BPO agents to meet performance goals. Monitor KPIs including call metrics review and supervisor quality audits. Provide coaching, feedback, and training to enhance team effectiveness. Handle customer escalations and resolve complex issues promptly. Schedule shifts and manage attendance to ensure adequate coverage. Collaborate with management to develop and implement process improvements. Maintain up-to-date knowledge of company products, services, and policies. Prepare performance reports and present insights to leadership. Ensure compliance with company and client regulatory standards, security and business requirements. Qualifications: Proven and related experience as a BPO supervisor or similar role. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in call center software and reporting tools. Ability to multitask and remain calm under pressure. High school diploma or equivalent; additional education or certifications are a plus. As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Responsibilities

Supervise and support a team of BPO agents to meet performance goals while monitoring KPIs and providing coaching. Handle customer escalations and collaborate with management to implement process improvements.