Deskripsi Pekerjaan
Lead, Inspire, and Excel with Tata Consultancy Services
Tata Consultancy Services (TCS) is a multinational IT services company with a strong presence in the Philippines. We are committed to nurturing talent and fostering an environment where employees can thrive. We are currently looking for a passionate and results-driven Team Lead to join our call centre operations in Bonifacio Global City.
As a Team Lead, you will be responsible for strategizing, leading, and mentoring a team of customer care and technical support agents. You will ensure that our clients receive high-quality service that meets and exceeds their expectations. Your leadership will directly influence team morale, productivity, and customer satisfaction.
In this role, you will have the opportunity to contribute to strategic initiatives, drive process improvements, and create a positive team culture. You will work closely with senior management to implement best practices and achieve operational excellence. We value innovation, collaboration, and continuous learning, and we support our leaders with resources and training to succeed.
We offer a competitive compensation package, including salary and benefits, along with opportunities for professional growth in a global organization. If you are ready to take on a challenging and rewarding role where you can make a real impact, we encourage you to apply today.
Tanggung Jawab
- Lead and motivate a team of customer care and technical support agents to achieve performance targets
- Develop and implement strategies to improve customer satisfaction and service quality
- Monitor team performance through KPIs and provide regular coaching and feedback
- Handle escalated customer issues and resolve conflicts promptly and effectively
- Ensure adherence to company policies, procedures, and compliance requirements
- Conduct training needs analysis and coordinate training sessions for team members
- Collaborate with other departments to streamline processes and enhance the customer experience
- Prepare and present reports on team performance and key metrics
Kualifikasi
- Bachelor's degree in any field or equivalent work experience
- At least 2-3 years of experience as a Team Lead in a call center environment
- Proven experience in both customer service and technical support
- Strong leadership, coaching, and mentoring skills
- Excellent verbal and written communication skills
- Ability to analyze data and make data-driven decisions
- Proficiency in CRM software and Microsoft Office Suite
- Flexibility to work in shifting schedules, including nights and weekends if needed