PRC CHAT SUPERVISOR
Make your next big career move by applying as KMC Solutions' next PRC CHAT SUPERVISOR
The Chat Team Supervisor is pivotal in leading a team of chat agents, focusing on enhancing guest interactions and booking experiences via digital communication platforms. This role emphasizes leadership, coaching, and performance management to ensure high-quality service aligned with the brand's standards.
On top of your salary, here are the exciting benefits you can look forward to:
This position offers the opportunity to directly influence guest satisfaction and team performance in a dynamic, digital communication environment. It provides significant professional growth through leadership roles and partnerships with multiple departments to enhance service delivery and operational efficiency.
The main responsibilities of a PRC CHAT SUPERVISOR include:
- Coach and mentor chat agents to achieve excellence in guest service and booking support.
- Conduct regular performance reviews, including one-on-one meetings and development planning to foster agent growth.
- Monitor and evaluate chat interactions to ensure quality, tone, accuracy, and alignment with brand standards.
- Manage team logistics, including staffing levels, attendance, and scheduling, in collaboration with Workforce Management.
- Administer disciplinary actions and improvement plans as needed to maintain team standards.
- Liaise with Training and Quality Assurance departments to uphold service quality and agent training.
- Handle escalated guest issues and model professional conflict resolution.
- Lead recruitment and onboarding processes for new team members.
- Maintain meticulous records of team performance and managerial activities.
- Perform additional supervisory duties as required by management.
To apply, you must be an expert on the following requirements:
- Proven experience in supervisory roles within a contact center or customer service environment.
- Strong leadership and team management skills, including performance evaluation, coaching, and mentoring.
- Excellent communication and interpersonal skills to effectively manage and motivate staff.
- Ability to handle high-stress situations and complex customer interactions diplomatically.
- Proficiency in using customer relationship management (CRM) software and related technologies.
- Understanding of performance metrics and ability to analyze data to improve team efficiency.
It will also be favorable if you are knowledgeable in:
- Experience in workforce management software and staffing strategies.
- Advanced problem-solving skills to effectively address and resolve complex issues.
- Flexibility to adapt to changing schedules and work demands.
- Capability to participate constructively in cross-departmental projects and initiatives.
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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