MetroMart is a leading on-demand grocery delivery service in the Philippines, dedicated to providing convenient and efficient online shopping experiences. Through our platform, customers can order groceries, household essentials, and more from their favorite local stores and have them delivered to their doorsteps.
We are a fast-growing company that values innovation, collaboration, and customer satisfaction. Join our team and be part of shaping the future of online grocery shopping.
About the role
Why work for MetroMart?
We are a dynamic and rapidly growing company, offering a fast-paced and innovative work environment.
Collaborate with experienced professionals and contribute to the growth of the online grocery industry.
Be part of a team that values creativity, initiative, and results-driven performance.
Enjoy opportunities for career advancement and personal development.
Job Responsibilities:
In this role, the primary responsibilities will include (but are not limited to):
Responsible for the day-to-day supervision of a group of the email agents including work and attendance monitoring in accordance with the organizational policies.
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
Identify performance related issues, develop an action plan for improvement, implement corrective action, enrolls agents to the Performance Improvement Plan and subsequently monitors their performance while in the program.
Ensure that Key Performance Indicators (KPIs) and Agent Scorecard are communicated and met by the agents.
Provide subject matter expertise in handling escalated customer concerns and take ownership of escalated concerns until resolution when applicable.
Conduct Team Meetings to ensure timely communication of relevant information and updates. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training.
Qualifications:
College graduate
At least 2 years experience
Must have experience with Zendesk