About the company
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services. Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
Job Summary
What you'll do
📍Lead the Phone Support team to achieve the team’s OKRs and individual goals. 📍Coach/Supervise all team members on daily/weekly/monthly basis. 📍Conduct regular team meetings to discuss process/knowledge gaps. 📍Perform regular call calibration to identify opportunities. 📍Perform RCA and create an action plan based on the SMART model. 📍Prepare daily/weekly/monthly reporting. 📍Monitor all attendance infraction including creating shifting schedules based on business needs. 📍Oversee daily voice support operations for Coins.ph and Coins Pro services. 📍Work closely with other business functions and share suggestions in improving the product and providing solutions to increase our service and process efficiency. 📍Perform other related duties and tasks as may be required from time to time.
What we expect from you
📍Passionate about building lasting customer relationships and optimizing processes. 📍Has 2 to 4 years of relevant experience including SMART Coaching. 📍Graduate of Business Management, Entrepreneurship, Operations Management, or equivalent. 📍Strong verbal and written communication skills in both English and Filipino. 📍Strong analytical skills and knowledgeable in Google Suite programs. 📍Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment. 📍Thinks fast under pressure and solves problems on the go without being overwhelmed.
