Arvato | Operations Supervisor

Arvato | Operations Supervisor - 2018-05-18

Arvato Corp.
SM City Clark, Manuel A. Roxas Highway, Angeles, Central Luzon, Philippines
Date expired: 
Tue, 07/17/2018
Experience Requirements: 
Not requirements
Description: 

Position Summary:
This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications.  This position is responsible for supporting frontline agents by handling consult calls and escalations.

Overall Responsibilities:
• Oversee and supervise a team of agents.
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers – on and off-line.
• Assist agents with customer interaction on situations requiring special handling – take customer calls.
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Perform other duties as assigned.

Job Requirements:

Knowledge, Skills and Abilities:
• An assertive, well-organized self-starter with demonstrated sales experience
• Management experience in sales or on line retail desirable
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• A detail-oriented professional with exceptional written and verbal communication skills 
• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly

Job benefits: 

Medical, Miscellaneous allowance, Dental, Parking, Vision, Group Life insurance, HMO

About company: 
You may not know it, but arvato is behind a great number of the products and services you use. On average, every consumer in Germany comes into contact with us eight times a day. arvato is a leading international service provider that lives and breathes digital technology. More than 70,000 employees in over 40 countries are helping our customers succeed on the market. We design and implement customized solutions covering a wide range of business processes along integrated service chains.
These solutions include digital marketing, financial services, customer relationship management, supply chain management and IT services. In other words, whenever you download software, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.
arvato is a wholly owned subsidiary of Bertelsmann SE & Co. KGaA.
Job Id: 
1629272