Clark | Operations Supervisor | Travel Account

Arvato – Philippines – 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 employe…

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