Deskripsi Pekerjaan
Talent Outsourcing Channel Solutions is seeking an experienced and dynamic Subject Matter Expert (SME) to join our growing team in Cebu City, Cebu. In this pivotal role, you will lead and inspire a support team, ensuring that our clients receive top-notch service while fostering a culture of collaboration and excellence.
As an SME, you will be responsible for providing expert guidance on complex issues, mentoring and training junior agents, and implementing best practices to enhance overall team performance. Your expertise will directly contribute to our operational success and client satisfaction.
We offer a competitive compensation package including a monthly salary range of ₱22,000 to ₱28,000, comprehensive benefits, and a clear path for professional growth. Our Cebu-based work environment promotes work-life balance with flexible scheduling and a supportive management team.
If you are a dedicated professional with a deep understanding of customer service operations and a passion for developing others, we invite you to apply and become a key player in our success story.
Tanggung Jawab
- Lead and mentor a team of customer service representatives to achieve performance goals.
- Serve as the primary point of contact for escalated issues and complex customer inquiries.
- Conduct regular coaching sessions and provide constructive feedback to improve agent skills.
- Monitor team performance metrics and implement strategies for continuous improvement.
- Collaborate with management to develop training materials and best practice guides.
- Assist in the onboarding and training of new hires to ensure consistent service delivery.
- Prepare and deliver performance reports and actionable insights to stakeholders.
Kualifikasi
- At least 2 years of experience in a customer service or call centre environment.
- Proven experience as a Subject Matter Expert or team lead role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to multitask and work under pressure in a fast-paced setting.
- Proficiency in relevant software and CRM tools.
- High school diploma or equivalent; college degree preferred.