INTERNAL JOB OPENING: Supervisor, Global Customer Care (Philippine-based)

The Supervisor, Global Customer Care will manage a team of 15-25 Customer Care agents who support a large client. This role ensures the team consistently delivers high-quality service, adheres to performance metrics, and fosters a positive, collaborative environment. The Supervisor will actively lead the team in day-to-day operations, monitor performance, and handle escalations, all while maintaining a strong focus on customer satisfaction and continuous improvement. As a key leader, this individual will be instrumental in mentoring team members, driving process improvements, and ensuring compliance with company policies and quality assurance standards. This role requires strong leadership, excellent communication, and decision-making skills to meet departmental goals and elevate team performance. 
RESPONSIBILITIES

• Team Leadership & Support- Lead and mentor a team, ensuring they are motivated, well-equipped, and consistently delivering high-quality customer service. Provide guidance on complex or escalated issues, fostering a culture of empathy, professionalism, and continuous improvement to meet or exceed service standards. Monitor and manage daily work production and flow, ensuring efficient customer service delivery and maintaining performance records for weekly, monthly, and quarterly achievements.
• Performance Monitoring & Development- Independently examine and analyze team performance against service goals. Monitor team performance across key metrics such as call volume, customer satisfaction, issue resolution, and process adherence. Provide one-on-one feedback to improve technical skills and customer interactions, conduct regular performance evaluations, and guide team members in enhancing service delivery, documentation accuracy, and response times. Lead the implementation of action plans to improve team achievements and drive performance improvements.
• Customer-Centric Focus- Lead by example in maintaining a customer-centric mindset, prioritizing positive, solution-driven outcomes in all interactions. Support the team in de-escalating issues and ensure professionalism and empathy in every customer engagement. Drive ownership of customer service outcomes, ensuring the team is aligned with organizational goals.
• Training & Process Improvement- Ensure team proficiency with systems and applications (CRM, communication platforms, client-specific databases). Identify knowledge gaps, provide ongoing training, and implement process improvements. Encourage continuous learning by providing access to training materials and promoting knowledge-sharing initiatives. Drive the team to identify and implement process improvements for enhanced efficiency.
• Quality Assurance & Compliance- Monitor team interactions to ensure compliance with quality assurance standards, company policies, and client-specific requirements. Conduct regular quality monitoring, provide coaching on communication skills, technical troubleshooting, and thorough documentation. Ensure that both individual and team performance meet required QA standards, and lead regular training to ensure alignment with department goals.
• Communication & Collaboration- Ensure all internal and external communications are clear, professional, and accurate, fostering effective collaboration across departments. Circulate updates regarding policy changes, incentive updates, and technical issues to the team. Share process changes, product updates, and service improvements to ensure the team is aligned and informed.
• Escalation Management- Handle questions and escalations from direct reports, providing guidance on available resources and tools to increase team capabilities. Identify and escalate new issues or trends and develop appropriate action plans to manage challenges. Recommend process improvements and assist in resolving escalated concerns to ensure efficient and professional issue resolution.
• Reporting & Continuous Feedback- Track and report on key performance metrics, including customer satisfaction, response times, issue resolution, and process compliance. Provide actionable feedback based on performance data and customer interaction outcomes to drive continuous improvement. Write and deliver performance reviews that reflect individual goals, objectives, and accomplishments, ensuring accurate documentation of performance management steps.
• Team Morale & Engagement- Conduct regular team meetings to address concerns, discuss performance, and share feedback, fostering a collaborative and positive work environment. Motivate the team by celebrating successes, offering recognition, and maintaining high engagement levels. Build team morale and provide a channel for ideas and innovation to improve team performance.

REQUIRED SKILLS & QUALIFICATIONS

• Proven ability to lead and mentor teams, providing feedback to improve skills, productivity, and morale.
• Strong customer service skills with a focus on empathetic and professional issue resolution.
• Skilled in managing multiple systems and troubleshooting complex issues across various platforms while assisting customers.
• Excellent communication skills, with the ability to convey information clearly and concisely, adapting to different audiences.
• Capable of working efficiently in a fast-paced, dynamic environment, prioritizing tasks and managing competing demands.
• Quickly establish rapport, express empathy, and project confidence when interacting with customers.
• Collaborative team player, able to work effectively with colleagues across departments.
• Prior experience with Microsoft Windows Operating Systems and ISPs, with a background in customer care or related services preferred.
• Proficient in CRM systems, Microsoft Office, and other call center technologies.

EDUCATION & EXPERIENCE

• HS Diploma or equivalent required. Bachelor’s degree or equivalent experience required. (US requirement only)
• Minimum 5 years of call center or related experience, with 3-5 years in a lead or supervisor role preferred. Call center certifications are a plus.

SUPERVISORY

• Proven success in supervising and motivating teams and individuals in a call center environment.
• Ability to view projects, decisions, and processes in the context of broader organizational and cross-departmental impacts.
•  Experience managing multiple call queues and effectively balancing resources to meet desired service levels.

•  Capable of balancing work assignments and completing both voice and non-voice tasks within set time frames or productivity goals.

•  Strong ability to work effectively within diverse and cross-functional teams.
• Ability to thrive under pressure in a fast-paced, continuously changing environment.
• Excellent problem-solving and analytical skills, using creativity and innovation.
• Exceptional communication skills, with the ability to tailor messaging to different audiences to achieve desired outcomes.
• Proficiency in standard MS Office applications.

WORKING ENVIRONMENT

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as computers, keyboards, phones.
• Night shift schedule with 1 weekend day per week
• Permanently residing and legally allowed to work in the Philippines