Supervisor

Supervisor Clark, Pampanga (Onsite) Pay Rate: 52,000/Month PHP Contract Job ID 25-09370 The Supervisor is accountable for the performance and general operation of her/his team of employees. The Supervisor works closely with her/his peers as well as leadership across teams to ensure appropriate service delivery to customer accounts. Essential Duties and Responsibilities The essential duties and responsibilities can include the following. However, other duties may be assigned. * Conduct weekly and/or monthly one on one's to focus on coaching and development of employees. * Leverage company resources in the coaching and development process. * Communicate employee performance statics daily or in one on ones and provide appropriate feedback to ensure employees are meeting expected performance standards. * Communicate established policies and procedures to ensure compliance and answer questions as needed. * Monitor quality of calls and provide associates feedback based on CSAT, phone, and ticket review programs. * Daily and weekly review of assigned associate submitted work time and exception reporting. * Monitor client SLA measurements to achieve or exceed expected performance levels. * Actively work with other team members to improve communications, continuity, and teamwork. * Maintain a positive team attitude and build good working relationships with associates at all levels. * Work with the Operations Manager to set goals on assigned responsibilities and review weekly/monthly. * Assist Operations Manager on special projects as assigned. * Conduct weekly Quality Reviews - 1 ticket review per associate per week. * Complete 2 customer contacts per week. * Review Assigned associate performance against individual and team performance targets as measured by weekly and monthly operations reporting tools. * Assist team in servicing customer accounts by spending up to 50% of time on the phone depending on the help desk needs. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Technical Capacity - Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Multi-tasking - Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering several chat windows at the same time. Customer/Client Focus - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance. Communication - Speaks clearly and concisely using proper grammar in both oral and written communication. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Follows through on commitments. Results Orientation - Focuses on the desired result of one's own work, setting challenging goals, putting effort into the goals, and meeting or exceeding them even when under pressure. Managing People - Includes staff in planning, decision-making, facilitating, and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills. Supervisory Responsibility * Directly supervise employees. * Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. * Interview, hire, and train employees. * Plan assigned and directed the work of Technical Support Professionals. * Coach and develop a team which includes performance management. Education and/or Experience Required: * High school diploma or equivalent. * Strong communication skills. * Demonstrated technical aptitude. * Experience working independently and as part of a team. * 3-5 years in a customer service/help desk-related role. * Previous supervisory experience. Preferred: * Bachelor's degree Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. About Solugenix Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance-providing clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business-it means having a dedicated our financial client focused on your success in today's fast-evolving digital world.

Created: 2025-01-11