Deskripsi Pekerjaan
Are you a passionate leader ready to make a tangible impact in the BPO industry? WNS is currently seeking a dynamic and experienced Customer Service Team Leader to join our growing team in Quezon City. In this pivotal supervisory role, you will be responsible for leading, motivating, and retaining a high-performing team of professionals. We are looking for an individual who thrives in a fast-paced environment and possesses the strategic mindset to drive operational excellence.
As the face of the team, you will bridge the gap between upper management and front-line agents. You will ensure that service level agreements are consistently met while fostering a positive, collaborative, and high-morale workplace culture. This is an excellent opportunity for a dedicated professional to advance their career in a global leader in business process management.
Tanggung Jawab
- Lead, motivate, and retain a team of customer service professionals, ensuring high engagement and job satisfaction.
- Monitor daily operations and track Key Performance Indicators (KPIs) to ensure targets are met or exceeded.
- Handle complex customer escalations and complaints, ensuring timely and effective resolution.
- Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and performance.
- Collaborate with management to develop Standard Operating Procedures (SOPs) and implement process improvements.
- Ensure full compliance with company policies, quality standards, and regulatory requirements.
Kualifikasi
- Bachelor’s degree in any field or equivalent professional experience in a customer service environment.
- Minimum of 2-3 years of experience in a customer service or call center setting.
- Proven leadership experience with a track record of mentoring and developing team members.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and the capacity to work effectively under pressure.
- Proficient in using CRM software and Microsoft Office applications.