Deskripsi Pekerjaan
Are you a dynamic leader seeking to drive excellence in the Customer Experience industry? ResultsCX is looking for a dedicated Supervisor Operations to join our growing team in Lipa City, Batangas. In this pivotal role, you will serve as the bridge between management and the frontline, ensuring that our agents deliver world-class support to our clients' customers. You will be responsible for consistently driving performance targets and fostering a culture of high achievement and morale.
We are seeking a results-oriented professional who thrives in a fast-paced BPO environment. As a Supervisor, you will oversee daily operations, mentor your team, and implement strategies that enhance service quality and efficiency. If you have a passion for coaching, a knack for problem-solving, and the drive to lead a high-performing team, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and coach a team of Call Center Agents to ensure optimal performance and service quality.
- Monitor daily Key Performance Indicators (KPIs) and productivity metrics to identify areas for improvement.
- Conduct regular performance reviews, coaching sessions, and one-on-ones to support agent development.
- Ensure adherence to quality assurance standards and call center protocols.
- Handle escalated customer issues and resolve team conflicts efficiently and professionally.
- Prepare and present operational reports to management, analyzing trends and recommending solutions.
- Foster a positive and motivating work environment that encourages teamwork and engagement.
Kualifikasi
- Bachelor's Degree in any field (or equivalent work experience).
- 2-3 years of experience in a BPO or Call Center environment, with at least 1 year in a supervisory or leadership role.
- Proven track record of meeting and exceeding performance targets.
- Excellent verbal and written communication skills in English.
- Strong leadership, decision-making, and conflict resolution abilities.
- Ability to work effectively in a fast-paced, high-pressure environment.
- Proficient in using CRM software and reporting tools.