Deskripsi Pekerjaan
Join CEF Solutions as a BPO Team Leader and drive operational excellence in our dynamic blended account environment. In this pivotal role, you'll lead a high-performing team of customer service representatives, ensuring seamless delivery of both voice and non-voice support services. You'll be instrumental in fostering a culture of continuous improvement, where team members are empowered to exceed customer expectations while meeting stringent performance metrics. This position offers the opportunity to develop your leadership skills in a fast-paced BPO setting, collaborating with cross-functional departments to optimize processes and enhance service quality. CEF Solutions provides a supportive work environment with opportunities for career advancement and professional development in the growing Philippine outsourcing industry.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives in blended account operations
- Monitor team performance through real-time dashboards and provide targeted coaching
- Handle escalated customer issues and ensure timely resolution
- Develop and implement strategies to improve team productivity and quality metrics
- Conduct regular training sessions to enhance product knowledge and soft skills
- Collaborate with QA and Operations teams to refine processes and standards
- Prepare performance reports and action plans for continuous improvement
- Foster a positive team culture aligned with company values and objectives
Kualifikasi
- Bachelor's degree in Business, Management, or related field
- Minimum 2 years of BPO team leadership experience in blended accounts
- Proven track record in meeting/exceeding performance targets (e.g., CSAT, AHT, FCR)
- Strong coaching and conflict resolution skills
- Experience with CRM systems and workforce management tools
- Excellent communication and interpersonal abilities
- Ability to work in a rotating shift schedule
- Proficiency in Microsoft Office Suite and reporting tools