Deskripsi Pekerjaan
Join EXL Services as a Team Lead and elevate your career in our dynamic call center environment in Cebu. We're seeking a passionate leader to drive our customer service team to new heights. As a Team Lead, you'll be instrumental in mentoring representatives, optimizing performance metrics, and delivering exceptional customer experiences. If you're a results-driven professional with a college degree and leadership aspirations, this is your opportunity to make a tangible impact while growing with a global leader in business process management.
Tanggung Jawab
- Supervise and mentor a team of 10-15 customer service representatives
- Monitor daily performance metrics (call handling time, CSAT, resolution rates)
- Implement coaching strategies to improve team performance and skills
- Handle escalated customer issues with professionalism and urgency
- Conduct regular training sessions on product knowledge and service protocols
- Collaborate with QA team to ensure service quality standards
- Develop and maintain team performance improvement plans
Kualifikasi
- Bachelor's degree from an accredited institution
- Minimum 2 years experience in call center operations
- 1+ years in team leadership or supervisory role
- Strong problem-solving and conflict resolution abilities
- Excellent communication and interpersonal skills
- Proficiency in CRM systems and MS Office Suite
- Ability to work flexible schedules including evenings/weekends
- Customer service certification preferred