Deskripsi Pekerjaan
Join Premier BPO Inc.'s dynamic team as a BPO Supervisor and lead a high-performing group of CSR/Collection agents. This leadership role offers an exciting opportunity to drive operational excellence while mentoring team members to achieve their full potential. You'll be instrumental in maintaining service quality standards, optimizing team productivity, and fostering a positive work environment that aligns with our company's commitment to customer satisfaction.
In this position, you'll collaborate with cross-functional teams to implement process improvements, address escalations, and ensure compliance with industry regulations. The ideal candidate brings proven leadership skills and a passion for developing talent in fast-paced contact center environments. Premier BPO Inc. provides comprehensive training programs and career advancement pathways for dedicated supervisors looking to grow their expertise in business process management.
Enjoy competitive compensation, performance incentives, and a supportive culture that values professional development. If you're ready to elevate your career in the BPO industry and make a tangible impact on team performance, we encourage you to apply today.
Tanggung Jawab
- Supervise daily operations of CSR/Collection teams to ensure service quality targets are met
- Monitor agent performance through call monitoring, quality assurance audits, and KPI tracking
- Conduct regular coaching sessions and provide constructive feedback to team members
- Handle escalated customer inquiries and complex resolution cases requiring supervisor intervention
- Develop and implement training programs to enhance agent skills and product knowledge
- Prepare performance reports and insights for upper management review
- Ensure compliance with company policies, security protocols, and regulatory requirements
Kualifikasi
- Bachelor's degree in Business Administration, Psychology, or related field (or equivalent experience)
- Minimum 2 years of experience in BPO supervisory or team leadership roles
- Proven track record in CSR or collections environment with performance metrics achievement
- Strong leadership, communication, and conflict resolution abilities
- Proficiency in BPO software, CRM systems, and performance monitoring tools
- Ability to work flexible shifts including evenings, weekends, and holidays as needed
- Exceptional problem-solving skills with attention to detail and accuracy