Deskripsi Pekerjaan
Are you a natural leader with a passion for exceptional customer service and empowering teams? Capgemini, a global leader in consulting, technology services, and digital transformation, is looking for a dynamic and inspiring Contact Center Team Lead to join our vibrant operations in Manila City, Metro Manila. This is an incredible opportunity to shape the success of a dedicated customer service team, driving performance, fostering professional growth, and ensuring an unparalleled customer experience.
As a Contact Center Team Lead, you will be at the forefront of our customer interactions, guiding and mentoring a team of customer service professionals. You'll play a crucial role in cultivating a high-performance culture, where every team member feels valued, supported, and motivated to excel. Your expertise will directly impact customer satisfaction, operational efficiency, and the overall success of our contact center. If you thrive in a fast-paced environment, possess excellent leadership skills, and are committed to continuous improvement, Capgemini offers a rewarding career path where your contributions are recognized and celebrated. Join us in Manila and help us deliver outstanding service and innovation!
Tanggung Jawab
- Lead, coach, and mentor a team of Customer Service Representatives to achieve individual and team performance targets.
- Conduct regular one-on-one performance reviews, providing constructive feedback and developing action plans for improvement.
- Monitor call quality, adherence to scripts, and customer interaction metrics to ensure service excellence and compliance.
- Identify training needs and facilitate ongoing development initiatives for team members, fostering a culture of continuous learning.
- Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
- Analyze team performance data, identify trends, and implement strategies to enhance efficiency and customer satisfaction.
- Collaborate with other team leads and management to align operational goals and drive process improvements.
- Foster a positive and supportive team environment that encourages open communication and teamwork.
Kualifikasi
- Minimum of 2-3 years of experience in a team lead or supervisory role within a contact center or customer service environment.
- Proven ability to motivate, coach, and develop a high-performing team.
- Strong understanding of contact center metrics, KPIs, and operational best practices.
- Excellent verbal and written communication skills, with a focus on clear and empathetic interaction.
- Demonstrated problem-solving skills and the ability to make sound decisions under pressure.
- Proficiency in using CRM software and other contact center technologies.
- Flexibility to work in shifting schedules, including weekends and holidays, as required.
- Bachelor's degree in any field; equivalent professional experience will also be considered.