Deskripsi Pekerjaan
Join Intellicare's dynamic contact centre team as an Assistant Manager and drive operational excellence in a fast-paced BPO environment. This critical leadership role empowers you to oversee daily operations, mentor high-performing teams, and ensure consistent achievement of service level agreements (SLAs). You'll be instrumental in optimizing customer experiences while maintaining rigorous quality standards in one of Metro Manila's premier business districts.
As a key strategic partner, you'll collaborate with senior leadership to implement process improvements, analyze performance metrics, and develop actionable plans that enhance team productivity and customer satisfaction. Intellicare offers a competitive compensation package, comprehensive training programs, and clear career advancement pathways for ambitious professionals in the BPO sector.
Tanggung Jawab
- Oversee daily contact centre operations to maintain SLA compliance and service quality
- Lead, coach, and develop a team of customer service representatives
- Monitor performance metrics and implement improvement strategies
- Handle escalated customer inquiries with professionalism and empathy
- Coordinate with quality assurance teams to enhance service standards
- Conduct regular team meetings and provide constructive feedback
- Collaborate with cross-functional departments to resolve operational issues
- Ensure adherence to company policies and regulatory requirements
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 2 years contact centre experience with 1 year in supervisory role
- Proven track record of meeting/exceeding SLAs and KPIs
- Strong leadership and team development capabilities
- Excellent communication and problem-solving skills
- Proficiency in contact centre software and analytics tools
- Ability to thrive in fast-paced, high-volume environments
- Knowledge of BPO industry best practices and compliance standards