Deskripsi Pekerjaan
Are you a passionate leader who thrives in a fast-paced environment and wants to make a meaningful impact? If so, BrandLink has the perfect opportunity for you! We are a dynamic customer engagement company dedicated to delivering exceptional service, and we are looking for a results-oriented Team Leader to join our growing team in Tarlac City.
In this role, you will take ownership of a team of customer service representatives, ensuring they meet and exceed performance targets. You will drive a culture of excellence, coach your team to success, and resolve escalations with confidence. Your leadership will directly contribute to client satisfaction and business growth.
We offer a competitive compensation package of ₱35,000 – ₱50,000 per month, plus opportunities for career progression and professional development. If you are ready to take the next step in your leadership journey and be part of a company that invests in its people, we want to hear from you. Apply today and help us shape the future of customer experience!
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service agents to achieve performance goals.
- Monitor call quality, provide real-time feedback, and conduct regular one-on-one coaching sessions.
- Handle escalated customer inquiries and complaints, ensuring swift resolution and customer satisfaction.
- Track and analyze key metrics (e.g., AHT, CSAT, FCR) to identify areas for improvement.
- Coordinate shift schedules, attendance, and workload distribution to maintain optimal service levels.
- Conduct team meetings and training sessions to keep the team informed and skilled.
- Collaborate with management to implement process improvements and new initiatives.
Kualifikasi
- At least 2 years of experience as a Team Leader in a call centre or customer service environment.
- Proven ability to drive team performance and meet KPIs.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong leadership and conflict resolution abilities.
- Proficiency in using call centre software and reporting tools.
- Ability to adapt quickly to changing priorities and a fast-paced environment.
- High school diploma or equivalent; college degree is a plus.