Supervisor

Supervisor

Clark, Pampanga (Onsite)

Full-Time

JPC - 20017

Summary

The Supervisor is accountable for the performance and general operation of her/his team of employees. The Supervisor works closely with her/his peers as well as leadership across teams to ensure appropriate service delivery to customer accounts.

Essential Duties and Responsibilities:

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Conduct weekly and/or monthly one-on-one's to focus on coaching and development of employees.
• Leverage company resources in the coaching and development process.
• Communicate employee performance statistics daily or in one-on-ones and provide appropriate feedback to ensure employees are meeting expected performance standards.
• Communicate established policies and procedures to ensure compliance and answer questions as needed.
• Monitor quality of calls and provide associates feedback based on CSAT, phone and ticket review programs.
• Daily and weekly review of the assigned associate's submitted work time and exception reporting.
• Monitor client SLA measurements to achieve or exceed expected performance levels.
• Actively work with other team members to improve communications, continuity and teamwork.
• Maintain a positive team attitude and build good working relationships with associates at all levels.
• Work with Operations Manager to set goals on assigned responsibilities and review weekly/monthly.
• Assist Operations Manager on special projects as assigned.
• Conduct weekly Quality Reviews - 1 ticket review per associate per week.
• Complete 2 customer contacts per week.
• Review assigned associate performance against individual and team performance targets as measured by weekly and monthly operations reporting tools.
• Assist team in servicing customer accounts by spending up to 50% of time on the phone, depending on the help desk needs.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Capacity - Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to solve a range of problems.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
• Multi-tasking - Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering several chat windows at the same time.
• Customer/Client Focus - Responds promptly to customer needs. Solicits customer feedback to improve service. Responds to requests for service and assistance.
• Communication - Speaks clearly and concisely using proper grammar in both oral and written communication.
• Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration. Accepts responsibility for own actions. Follows through on commitments.
• Results Orientation - Focuses on the desired result of one's own work, setting challenging goals, putting effort into the goals, and meeting or exceeding them even when under pressure.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement. Takes responsibility for subordinates activities. Makes self-available to staff. Provides regular performance feedback. Develops subordinates skills and encourages growth. Solicits and applies customer feedback (internal and external). Fosters quality focus in others. Improves processes, products and services. Continually works to improve supervisory skills.

Supervisory Responsibility:

• Directly supervise employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interview, hire, and train employees.
• Plan, assign and direct the work of Technical Support Professionals.
• Coach and develop a team which includes performance management.

Language Skills:

Ability to read and interpret documents such as instructions, customer incident reports and procedure manuals. Ability to write correspondence, customer incident reports, and substantiate via verbal or written mediums. Ability to speak effectively over the phone to customers to supervisors and colleagues.

Reasoning Ability:

Ability to apply common practice understanding to carry out written or verbal instructions. Ability to deal with problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts and draw conclusions. Ability to interpret a variety of instructions.

Other Skills and Abilities:

Ability to multitask. Ability to work in a fast-paced environment. Strong time management and organizational skills.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment or a home office environment. If it is in a home office environment, the home office must have a door that can be closed to avoid outside distractions. The role routinely uses standard office equipment such as a computer and soft phone.

Position Type/Expected Hours of Work

This position is full-time. Days and hours of work may vary. Weekend shifts may be required based on volume and coverage needs. Availability to answer an occasional question on weekends may be required.

Education and/or Experience

Required:

• High school diploma or equivalent.
• Strong communication skills.
• Demonstrated technical aptitude.
• Experience working independently and as part of a team.
• 3-5 years in a customer service/help desk-related role.
• Previous supervisory experience.

Preferred:

Bachelor's degree

AAP/EEO Statement

Solugenix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure complianceproviding clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just businessit means having a dedicated ally focused on your success in today's fast-evolving digital world.