Customer Service Supervisor (Chat)

Lalamove, Manila

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Duration: Full-Time

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Responsibilities:

Daily Agent Coaching
Weekly Team Meeting - Briefing of updates, performance, etc.
Monthly Performance Review - Discussion of End of Month performance
Real time monitoring - ensure agents are adhering to the schedule (breaks, queue/skillset, attendance)
L2 Escalation / Case Management
Reporting Daily/Weekly/ Monthly Site Performance - Service Level, Abandon Rate, Answer Rate etc.
QA - (1) listening to calls, checking chat transcripts and scores it against the QA form (2) updates the QA tracker for the score and opportunities, (3) coach the agents
QA Calibration (L1/L2)
Schedule shells management and communication within the team
Other duties as assigned by management.

What you'll need:

Preferably 2-3 years of leadership experience handling a chat team
Has passion for performance/excellence and ability to go with the fast paced environment
Has experience in handling voice and chat channels
Should be able to report on site depending on the advise of the management despite of the situation with Covid-19 as part of business needs.
Just in case, WFH ready also.

To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.

This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice: https://www.lalamove.com/en-hk/candidate-privacy-notice

To learn more about Lalamove Philippines, please visit our Workbean Culture Page: https://www.workbean.co/company/lalamove

About Lalamove

About Lalamove Lalamove began life as EasyVan in December 2013. Founded by Chow Shing-Yuk, EasyVan was originally about leveraging the sharing economy and satisfying a specific logistical need - van hiring. The name EasyVan was conceived out of the desire for something catchy and easy to remember. Shortly after in July 2014, EasyVan expanded to Singapore, Thailand, Taiwan and numerous cities in Southeast Asia. "Lalamove" became a more appropriate name as the fleet of vehicles evolved from just vans, to motorcycles and trucks of varying sizes. In fact, "Lalamove it" has become the term synonymous with getting things delivered quickly and reliably, the Lalamove way. The Lalamove logistics platform has revolutionised van hiring call centers of old to being a process so streamlined, customers and drivers receive a match with each other within 12 seconds. Local deliveries are fulfilled at a breakneck 55 minutes, door-to-door. For drivers, Lalamove significantly optimises their fleet and route, maximising their earning potential. Lalamove applications are developed by Huolala Global Investment Limited, and are available online, Apple Appstore and Google's Play store. Find out the latest about Lalamove as a company and stay up-to-date through our blog and press releases.