Deskripsi Pekerjaan
Are you a driven professional with a passion for leadership and customer success? Acquire Intelligence is actively seeking a skilled **BPO Team Leader / Supervisor** to oversee our dynamic customer service operations based in Ortigas. In this pivotal role, you will be the driving force behind our team's success, responsible for steering performance, ensuring strict compliance with operational standards, and fostering a supportive work environment. You will lead by example, managing daily workflows, handling complex escalations, and mentoring your team to consistently exceed service level agreements. We are looking for someone who can bridge the gap between management and agents, conducting regular performance reviews and coaching sessions to ensure every representative meets their potential. By optimizing team output and maintaining high service quality, you will directly contribute to our client's satisfaction and business growth. If you thrive in a fast-paced BPO setting and want to make a tangible impact on client success and retention, we want to hear from you. Join us and elevate your career with a leading organization in the industry today.
Tanggung Jawab
- Lead and motivate a team of Customer Service Representatives to consistently achieve daily, weekly, and monthly KPI targets.
- Monitor call quality and agent performance through regular audits, providing constructive feedback and coaching sessions.
- Manage daily operational workflows, ensuring all processes adhere to company Standard Operating Procedures (SOPs).
- Handle complex client escalations and high-priority inquiries with professionalism and efficiency.
- Conduct daily team huddles and weekly performance meetings to align goals and address operational challenges.
- Collaborate with upper management to develop strategies that improve customer satisfaction and retention rates.
- Identify training needs and facilitate onboarding or upskilling programs for new hires.
Kualifikasi
- Minimum of 2-3 years of experience in a BPO or Call Center environment, with at least 1 year in a supervisory or team lead role.
- Strong leadership abilities with a proven track record of mentoring staff and driving team productivity.
- Excellent verbal and written communication skills in English.
- Proficient in using CRM software and Microsoft Office applications.
- Ability to work in a high-pressure environment while maintaining a positive attitude.
- Relevant Bachelor’s degree or equivalent professional experience.