Phone Support Lead
Job Description
Lead the Phone Support team to achieve the team’s OKRs and individual goals. Coach/Supervise all team members on daily/weekly/monthly basis. Conduct regular team meetings to discuss process/knowledge gaps. Perform regular call calibration to identify opportunities. Perform RCA and create an action plan based on the SMART model. Prepare daily/weekly/monthly reporting. Monitor all attendance infraction including creating shifting schedules based on business needs. Oversee daily voice support operations for Coins.ph and Coins Pro services. Work closely with other business functions and share suggestions in improving the product and providing solutions to increase our service and process efficiency. Perform other related duties and tasks as may be required from time to time. Lead the Phone Support team to achieve the team’s OKRs and individual goals. Coach/Supervise all team members on daily/weekly/monthly basis. Conduct regular team meetings to discuss process/knowledge gaps. Perform regular call calibration to identify opportunities. Perform RCA and create an action plan based on the SMART model. Prepare daily/weekly/monthly reporting. Monitor all attendance infraction including creating shifting schedules based on business needs. Oversee daily voice support operations for Coins.ph and Coins Pro services. Work closely with other business functions and share suggestions in improving the product and providing solutions to increase our service and process efficiency. Perform other related duties and tasks as may be required from time to time. Passionate about building lasting customer relationships and optimizing processes. Has 2 to 4 years of relevant experience including SMART Coaching. Graduate of Business Management, Entrepreneurship, Operations Management, or equivalent. Strong verbal and written communication skills in both English and Filipino. Strong analytical skills and knowledgeable in Google Suite programs. Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment. Thinks fast under pressure and solves problems on the go without being overwhelmed. Trustworthy and able to protect confidential information with discretion. Meticulous, detail-oriented, and able to work quickly without supervision. Discreet and upholds customer privacy and confidential information. Has a track record for getting things done - drive, ownership, and execution is at the core of our culture. Passionate about building lasting customer relationships and optimizing processes. Has 2 to 4 years of relevant experience including SMART Coaching. Graduate of Business Management, Entrepreneurship, Operations Management, or equivalent. Strong verbal and written communication skills in both English and Filipino. Strong analytical skills and knowledgeable in Google Suite programs. Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment. Thinks fast under pressure and solves problems on the go without being overwhelmed. Trustworthy and able to protect confidential information with discretion. Meticulous, detail-oriented, and able to work quickly without supervision. Discreet and upholds customer privacy and confidential information. Has a track record for getting things done - drive, ownership, and execution is at the core of our culture. Apply Now:
Skills & Requirements
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