Customer Support Supervisor

360training 360training.com is a rapidly growing leader in online training and certification across a wide range of industries and professions. 360training.com provides customers with the regulated training they need to get and keep jobs they want. Over the years, we have continued to grow our expansive library of regulatory-approved training courses with new content suited for today’s modern workforce. By offering these courses online, all 360training.com users experience the convenience and flexibility of earning their certifications in their own time, from anywhere in the world.

At 360training.com, we promote a culture of excellence centered around our two core values: Deliver Results and Do the Right Thing. That focus fosters the success of our employees, while maintaining a team-centric environment which inspires them to do their absolute best. One thing our associates get to experience is the ability to make an impact on day one of working here.

Customer Support Supervisor 360training is seeking a Customer Support Supervisor to join our growing team in Manila, Philippines. We are looking for a strong candidate with an extensive call center background who really understands how to manage people and systems. A person who has a passion to go above and beyond to enhance the customer experience and who has energy, is self-driven, and wants to spend their time coaching their team to success.

The Customer Support Supervisor will be responsible for leading customer related activities for the Customer Support Group and developing the department and its members with the assistance of lead agents within the department. This will be the go-to person to fill in the position of Customer Support Manager in the absence of one.

Responsibilities

• Provide leadership, orientation, training, coaching, and mentoring to departmental staff
• Assist with performance evaluations and disciplinary actions
• Determine, coordinate and supervise daily staffing assignments and staffing levels to ensure department service levels are met and exceeded.
• Ensure staff compliance with departmental and organizational policies, procedures and protocols.
• Work collaboratively with leadership to meet and exceed call center performance standards.
• Manages and oversees a team of call center agents
• Motivate agent growth and performance through weekly coaching interactions
• Answer and support agent questions and escalations
• Work collaboratively with leadership to meet and exceed call center performance standards
• Drive quality customer experiences by listening and monitoring agent interactions
• Track agent attendance to drive consistent capacity
• Assist with onboarding process
• Assist members by taking calls/chats during times Hold your team accountable to company policies and procedures

Qualifications

• College Graduate of any Business-Related course
• 6 months to 1 year of work-related experience is a plus but not required.
• Strong written and verbal communication skills; interacting with diverse personalities.
• Self-starter with excellent follow-up and time management skills; ability to multi-task.
• Capable of handling fast-paced, innovative, and constantly changing environment.
• Flexible and enthusiastic willingness to work with constant change
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.