Deskripsi Pekerjaan
At Transcom, we believe in the power of human connection to deliver exceptional customer experiences. We are currently looking for a motivated Team Leader to join our growing team in Bacolod City, Negros Occidental. In this pivotal role, you will lead a diverse group of talented individuals, fostering a culture of excellence and collaboration. You will be responsible for driving team performance, mentoring agents, and ensuring that our service standards meet global benchmarks. We are an equal opportunity employer committed to diversity and inclusion, ensuring all qualified applicants receive consideration without regard to race, color, religion, gender, or national origin.
As a Team Leader, you will be the bridge between management and the operations floor. Your focus will be on optimizing workflows, maintaining high service quality, and supporting the personal and professional growth of your team members. If you are a natural leader with a passion for customer service and operational excellence, we want to hear from you.
Tanggung Jawab
- Lead and mentor a team of customer service representatives to ensure optimal performance and high morale.
- Monitor daily operations, Key Performance Indicators (KPIs), and quality assurance metrics to drive results.
- Conduct daily team briefings, performance reviews, and one-on-one coaching sessions.
- Handle escalated customer issues and complex queries to ensure resolution and maintain client satisfaction.
- Implement training programs and onboarding processes for new hires to ensure a seamless transition.
- Ensure strict adherence to company policies, compliance standards, and operational procedures.
- Foster a positive, inclusive work environment that encourages teamwork and continuous improvement.
Kualifikasi
- Bachelor’s degree in any field or equivalent relevant work experience.
- Minimum of 2-4 years of experience in customer service operations or a related administrative role.
- Proven leadership experience with a demonstrated ability to manage, motivate, and develop a team.
- Strong verbal and written communication skills in English.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software.
- Ability to work effectively under pressure and meet tight deadlines in a fast-paced environment.
- Strong problem-solving skills and a customer-centric mindset.