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
šLead the Phone Support team to achieve the teamās OKRs and individual goals. šCoach/Supervise all team members on daily/weekly/monthly basis. šConduct regular team meetings to discuss process/knowledge gaps. šPerform regular call calibration to identify opportunities. šPerform RCA and create an action plan based on the SMART model. šPrepare daily/weekly/monthly reporting. šMonitor all attendance infraction including creating shifting schedules based on business needs. šOversee daily voice support operations for Coins.ph and Coins Pro services. šWork closely with other business functions and share suggestions in improving the product and providing solutions to increase our service and process efficiency. šPerform other related duties and tasks as may be required from time to time.
What we expect from you
šPassionate about building lasting customer relationships and optimizing processes. šHas 2 to 4 years of relevant experience including SMART Coaching. šGraduate of Business Management, Entrepreneurship, Operations Management, or equivalent. šStrong verbal and written communication skills in both English and Filipino. šStrong analytical skills and knowledgeable in Google Suite programs. šHighly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment. šThinks fast under pressure and solves problems on the go without being overwhelmed.
