Deskripsi Pekerjaan
Are you an experienced leader looking to make a significant impact in a dynamic BPO environment? Acquire Intelligence is seeking a dedicated Customer Service Team Leader / Supervisor to join our team in Ortigas, Metro Manila. In this pivotal role, you will be responsible for leading a team to drive performance, ensure strict compliance, and support overall operational and client success.
We pride ourselves on delivering exceptional service, and we need a leader who can inspire excellence in their team. You will oversee daily operations, mentor agents to improve their skills, and ensure that every interaction meets our high standards. If you are ready to take the next step in your career and lead a high-performing team, we want to hear from you.
Why Join Us?
• Competitive salary package (Up to ₱45,000)
• Opportunity to lead and mentor a growing team
• Professional growth and development opportunities
• Supportive work environment in Ortigas
Tanggung Jawab
- Oversee the daily operations of the customer service team, ensuring smooth workflow and high service levels.
- Monitor team performance metrics and KPIs to identify trends, provide constructive feedback, and drive continuous improvement.
- Conduct regular coaching sessions, training workshops, and performance reviews to develop agent skills and boost morale.
- Handle complex customer escalations and complaints professionally, ensuring customer satisfaction is maintained.
- Ensure full compliance with company policies, quality standards, and regulatory requirements.
- Collaborate with upper management to implement operational strategies and process improvements.
- Manage team scheduling and resource allocation to meet business demands.
Kualifikasi
- Minimum of 2-3 years of experience in a Call Center or Customer Service environment.
- Proven experience in a Team Leader or Supervisory role with a track record of meeting targets.
- Strong leadership skills with the ability to motivate and mentor a diverse team.
- Excellent verbal and written communication skills in English.
- Proficiency in using CRM software and call center tools.
- Strong problem-solving abilities and the capacity to remain calm under pressure.
- Able to work in a fast-paced, target-driven environment.