Customer Support Supervisor - (On-Site, Graveyard Shift)

At 360Training.com Inc. one of our priorities is to create a performance culture where associates come to work each day motivated to share ideas and create solutions to grow the business. As part of this, we want to hire the best talent to serve our customers and deliver results in support of our goals

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 passion to go above and beyond to enhance the customer experience and who has the 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.

Key Job Functions and 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 of peak volume
• Hold your team accountable to company policies and procedures

Required Knowledge, Skills, and Abilities:

• A College Graduate of any Business-Related course.
• 6 months to 1 year of work-related experience is a plus but not required.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Strong written and verbal communication skills, with the ability to interact effectively with diverse personalities.
• A self-starter with excellent follow-up and time management skills, capable of handling multiple tasks efficiently.
• Comfortable working in a fast-paced, innovative, and constantly changing environment.
• A flexible and enthusiastic individual with a willingness to embrace constant change.