Customer Support Supervisor

Responsibilities

• Manage team members, develop team strengths and improve weaknesses
• Provide team coaching to ensure existing and new products knowledge efficiency.
• Check the timely handling of all customer services jobs including voice and non-voice productivities, ensuring that SLA targets are met
• Monitor CS Agent contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner
• Supporting all daily routine tasks, also supporting CS’s for complicated and complaint case handling
• Monitor the accurate preparation and timely submission of work reports
• Update and briefing of CS agents of news/changes in products and organizations
• Prepare CS Agents related daily, weekly and monthly reports as required
• Manage team roaster and day off and provide weekly resources allocation to managers and assistant manager
• Provide Team and individual performance information to Managers, Assistant Manager and Members as required
• Perform other duties and special assignments as required