Customer Service Supervisor

TransPerfect Translations International Inc

Ph, Philippines
On-site
Supervise customer service agents
Monitor daily operations and kpis
Manage workforce scheduling and adherence
TransPerfect Translations International Inc is seeking a Customer Service Supervisor to lead a team of agents supporting global clinical trial operations. The ideal candidate should have a blend of leadership skills and workforce management experience, and be prepared to work in a dynamic, 24/7 environment

Job Summary

  • Supervise, mentor, and coach a team of customer service agents handling inbound/outbound calls, emails, and escalations.
  • Partner with WFM to manage workforce scheduling and shift coverage, monitor real-time adherence, and assist with leave coordination.
  • Ensure accurate documentation and compliance with clinical trial protocols, confidentiality standards, and data privacy regulations.

Matching Summary

Match Score: 85

TransPerfect Translations International Inc is seeking a Customer Service Supervisor to lead a team of agents supporting global clinical trial operations. The ideal candidate should have a blend of leadership skills and workforce management experience, and be prepared to work in a dynamic, 24/7 environment.

Skills & Requirements

Must-have

  • Supervise customer service agents
  • Monitor daily operations and KPIs
  • Manage workforce scheduling and adherence
  • Handle client escalations
  • Ensure compliance with regulations

Nice-to-have

  • Foster positive team culture
  • Drive service excellence
  • Continuous improvement initiatives

Key Requirements

  • Bachelor’s degree preferred or equivalent work experience
  • 2–3 years of customer service experience
  • 1 year in a supervisory or team leader capacity
  • Experience in healthcare support or clinical trial operations preferred
  • Exposure to workforce management processes and tools
  • Willingness to work rotating shifts, including nights, weekends, and holidays

Work Rights

Not specified

Tailored Resume

Cover Letter