Customer Service Center Supervisor (GCS-CSO, Philippines: Cebu)

Our Purpose 

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Opportunity Overview

Administrative

• Carries out supervisory duties in accordance with the organization’s policies and applicable laws.
• Looks into adherence to policies.
• Plans, assigns, and directs work to the team members.
• Conducts performance appraisals in accordance with company standards.
• Ensures that information and action items are properly communicated by conducting regular team meetings.
• Approves team members’ leaves and holiday coverage.

Operations

• Ensures that the team is sufficiently staffed in line with current work volumes to meet or exceed SLAs.
• Monitor employee performance, conduct, and attendance and address issues proactively.
• Review processes, procedures, and tools and recommend changes when necessary.
• Receive and deliver product, process, and procedure-specific training.
• Participate in regularly scheduled meetings and business reviews with management, other related departments, or regional counterparts as required.
• Monitor the skill set of agents and recommend additional training when needed.
• Supervise day-to-day operations and work closely with the CSC manager on operations-related concerns.

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

• Candidate should have completed a 4-year bachelor’s degree.
• At least 2 years of work experience in a customer service environment
• Must demonstrate strong aptitude for customer service.
• Must be fluent in English, with excellent business communication skills (both written and verbal)
• Previous people management experience
• Proficient with writing reports, business correspondence, and procedure manuals
• Proficient with spreadsheets and word processing software
• Ability to work on own initiative and under pressure to achieve deadlines.
• Ability to work well in a team environment.Strong problem-solving skills