Deskripsi Pekerjaan
Are you an experienced BPO leader with a passion for driving performance and developing talent? ResultsCX is looking for a dynamic BPO Team Lead to join our team in Lapu-Lapu City, Cebu. In this pivotal role, you will be the heartbeat of our Telco account, ensuring that our agents provide world-class support to our clients' customers while consistently exceeding key performance indicators (KPIs).
As a Team Lead, you won't just manage a team—you will inspire them. You will be responsible for creating a culture of excellence, coaching agents through complex customer interactions, and ensuring that operational metrics are met with precision. If you are a results-driven professional who thrives in a fast-paced telecommunications environment, we want to hear from you.
At ResultsCX, we pride ourselves on fostering growth, offering career advancement opportunities, and maintaining a supportive work environment. Join us and play a critical role in shaping the customer experience for one of our premier telecommunications partners.
Tanggung Jawab
- Provide daily leadership, coaching, and mentorship to a team of customer service agents to ensure high-quality service delivery.
- Monitor and analyze agent performance metrics, including AHT, CSAT, FCR, and QA scores, to identify areas for improvement.
- Implement action plans to bridge performance gaps and ensure consistent achievement of account-level KPIs.
- Conduct regular huddles, coaching sessions, and feedback sessions to drive continuous professional development.
- Manage attendance, scheduling, and adherence to operational workflows for your assigned team.
- Escalate complex customer issues or technical concerns to management or client stakeholders as necessary.
- Foster a positive and collaborative team culture that promotes employee engagement and retention.
Kualifikasi
- At least 1-2 years of experience as a Team Lead or Supervisor in a BPO setting, specifically within a Telco or technical support account.
- Proven track record of hitting and exceeding performance targets and operational KPIs.
- Exceptional communication and leadership skills, with the ability to motivate and coach diverse teams.
- Strong analytical and problem-solving skills, with proficiency in BPO reporting tools and MS Office/Excel.
- Ability to thrive under pressure and adapt to the fast-paced nature of the telecommunications industry.
- Excellent command of the English language, both written and verbal.
- Must be willing to work on-site in Lapu-Lapu City, Cebu, and be flexible with shifting schedules.