Deskripsi Pekerjaan
Are you a seasoned Team Leader, Quality Analyst, or Subject Matter Expert looking to elevate your leadership career? EMAPTA is seeking a dynamic Team Coach to join our fast-paced media account based in the heart of Ortigas. In this pivotal role, you will be the driving force behind high-performing teams, ensuring that our customer experience standards remain industry-leading.
You will play a critical role in mentoring agents, refining quality processes, and fostering a culture of continuous improvement. If you thrive in an environment that rewards excellence and offers a healthy work-life balance—complete with weekends off and a Day Shift schedule—this is the opportunity for you. Join a global company that values your growth and provides immediate benefits, including Day 1 HMO coverage.
Tanggung Jawab
- Provide direct coaching, feedback, and developmental support to team members to meet KPIs and quality standards.
- Analyze team performance metrics to identify trends, gaps, and areas for process optimization.
- Conduct regular quality assurance monitoring and calibrate scoring with operational requirements.
- Act as a Subject Matter Expert (SME) to resolve complex customer escalations and process queries.
- Facilitate team huddles, training sessions, and performance review meetings.
- Collaborate with stakeholders to implement strategies that enhance operational efficiency and team morale.
- Maintain high levels of team engagement and foster a positive, results-oriented culture.
Kualifikasi
- Proven leadership experience as a Team Leader, QA Analyst, or SME in a BPO or Customer Service environment.
- Strong background in media, content moderation, or technical customer support operations.
- Exceptional verbal and written communication skills with the ability to influence and motivate others.
- Proficiency in data analysis and translating metrics into actionable coaching plans.
- Ability to work effectively in a fast-paced environment while maintaining attention to detail.
- Flexible and proactive mindset with strong problem-solving and conflict-resolution capabilities.
- Bachelor's degree in any field or equivalent relevant work experience.