Deskripsi Pekerjaan
Join Cover Desk PH as an Operations Team Leader and spearhead our customer service excellence initiatives in the heart of Quezon City. This pivotal role combines strategic oversight with hands-on team leadership to optimize daily operations and deliver exceptional customer experiences. You'll drive performance metrics, mentor representatives, and implement process improvements that directly impact service quality and operational efficiency. Our dynamic environment values innovation and collaboration, offering a platform to develop your leadership skills while contributing to our mission of setting industry standards in customer satisfaction.
As a key member of our leadership team, you'll gain exposure to cross-functional projects, advanced CRM systems, and data-driven decision-making. Cover Desk PH provides comprehensive training and growth opportunities for aspiring leaders in the BPO sector. If you're results-oriented with a passion for team development and operational excellence, this role offers competitive compensation and a chance to make tangible impact in a rapidly growing organization.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets
- Monitor daily operations, including call handling, response times, and quality metrics
- Develop and implement process improvements to enhance operational efficiency
- Analyze performance data and provide actionable feedback for team development
- Coordinate with other departments to resolve escalated customer issues
- Conduct regular coaching sessions and performance reviews
- Ensure compliance with company policies and regulatory requirements
- Identify training needs and facilitate skill development programs
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 2 years of team leadership experience in call center/customer service
- Proven track record of meeting/exceeding KPIs and performance targets
- Strong analytical skills with experience in performance data interpretation
- Excellent communication and interpersonal abilities
- Proficiency in CRM software and operational tools
- Ability to work under pressure and manage multiple priorities
- Knowledge of customer service best practices and quality standards