Deskripsi Pekerjaan
ThoughtFocus is seeking a dynamic Team Lead to join our growing team in Baguio City, Benguet. In this critical leadership role, you'll drive operational excellence, mentor high-performing teams, and deliver exceptional client experiences. You'll bridge communication gaps between global teams, optimize daily workflows, and implement performance improvement strategies that align with our company's mission.
As a key operational leader, you'll foster a collaborative environment where team members thrive. Your expertise in customer service principles and team development will directly impact our service quality metrics and client satisfaction scores. This position offers the opportunity to shape team culture while working in a fast-paced, international setting.
Join us to leverage your leadership skills in an organization that values innovation, teamwork, and professional growth. Your contributions will directly influence our operational success and team development initiatives.
Tanggung Jawab
- Oversee daily team operations and workflow optimization
- Coach and mentor team members to enhance performance
- Resolve escalated client issues and ensure quality service delivery
- Coordinate with cross-functional teams across multiple time zones
- Develop and implement team performance improvement plans
- Conduct regular team meetings and provide constructive feedback
- Monitor key performance indicators and report on progress
- Facilitate training sessions to address skill development needs
Kualifikasi
- Minimum 3 years of team leadership experience in call center or customer service environments
- Proven track record of meeting and exceeding performance targets
- Strong problem-solving and conflict resolution abilities
- Excellent verbal and written communication skills
- Experience with performance management systems and coaching methodologies
- Ability to work effectively in cross-cultural, multi-timezone teams
- Proficiency in CRM and team collaboration software
- Bachelor's degree in Business Administration or related field preferred