Site Supervisor
VXI
Total years of experience :16 years, 9 Months
I am responsible in covering admin related concern of my agents (12-16 agents) and also ensuring that they are updated with the product skills. I am also responsible with their career achievement and performances. Act as their motivation and provide advices.
i am primarily responsible for ensuring that the Customer Service Associates provide high quality standards through the attainment of agreed service level agreements and call center metrics.
Oversees the quality assurance dept. in ensuring that the required qualities with customers are met during their shift.
Responsible also in training the newly hired and for those qualified agent for upskilling.
In-charge of cascading policies, promos, processes, and other information to the agents to ensure alignment of implementation in the call center
Accountable for the accuracy and timeliness of management reports, as required by the Call Center Operations Manager
Receives call and resolve customer's inquiries, requests and or complaints made through email and hotline touch points.
I was assigned for handling complaints of customer and to provide the best resolution based on what is stipulated on the contract.
Handles customer inquiries on billing, requests for reconnection of water, follow ups and complaints through Manila Water hotline 1627
Maintained the scholarship required rate. Been selected as a class president for 2 whole years
