Call Center Supervisor
On-site · Cebu, Cagayan Valley, Republic of the Philippines
Job Summary
The Supervisor, Call Center Operations leads and coaches Representatives to deliver strong customer service, meet quality standards, drive sales results, and manage daily call-center activities. Responsible for directing tasks, developing teams, using data to drive action plans, and ensuring performance against client contracts. Focus areas include coaching for effective customer problem resolution, promoting the Connected Home product, upselling protection/tech support solutions, and maintaining knowledge of hardware platforms and operating systems to support Representatives. Ensures attendance, consistency in service levels, and adherence to company/client policies, while guiding staff toward achieving key call performance metrics and sales goals. Requires a Bachelor’s or Associate’s degree, 1+ year of management experience, ability to pass an assessment, and the potential to obtain P&C licensing within six months.
Required Qualifications
- Bachelor\'s or Associate\'s degree from an accredited institution
- At least 1 year of experience in a management position (call center management preferred)
- Ability to pass a hiring assessment (soft skills, scenario modeling, product knowledge)
- Must be able to obtain P&C insurance licensing within the first six months (Care Operations only)
- Typing 25-35 words per minute and able to learn new call center software
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