JPMorgan Account Supervisor - Retail Customer Service 

Philippines, Quezon City 

990166208

As an Account Supervisor in CS Retail Manila, you will be responsible for the development, management, and achievement of key performance metrics of a team of specialists. You will have the opportunity to lead and inspire your team through regular meetings, coaching sessions, and performance reviews. Your role will also involve making important decisions related to hiring, promotions, and salary actions. You will be expected to handle escalated customer issues, recommend system or process improvements, and work closely with management and other team leaders on special projects. This role requires a minimum of 2 years of management experience, proficiency with MS Office Suite, excellent communication skills, and a strong customer service orientation.

Job Responsibilities:

• Regularly conduct staff meetings, individual coaching conversations and reviews;
• Emulate Customer Obsession principles in every decision-making
• Make recommendations on hiring, corrective actions, salary action and promotions;
• Forecast and manage team performance;
• Develop and implement strategies and tactics to achieve both short and long-term business objectives;
• Handle and/or resolve escalated issues from customers
• Recommend system and/or process modifications for improvement;
• Monitor the daily staff levels, staff production output, and front-line quality review. Analyze and develop key performance measures;
• Coordinate with management and other team leaders to resolve problems and work on special projects;
• Provide leadership to the team through active recognition of employee successes, consistent positive reinforcement, and timely performance feedback.

Required Qualifications, Skills, and Capabilities:

• Must be willing to work in an environment that requires phone-based customer interaction
• In-depth understanding and practice of Coaching for Results
• Excellent communication and presentation skills
• Strong Customer Service

Preferred qualifications, capabilities and skills:

• Minimum of 2 years people manager
• proficiency with computer functions with MS office suite