Deskripsi Pekerjaan
Are you a seasoned BPO professional ready to take the next step in your leadership career? Hinduja Global Solutions (HGS) is looking for a dynamic and results-oriented Team Leader to join our expanding team in Iloilo. In this role, you will be the driving force behind a high-performing team, ensuring operational excellence, superior customer service, and continuous professional growth for your direct reports.
As a Team Leader at HGS, you will bridge the gap between strategy and execution. We provide an environment that fosters innovation, professional development, and a strong sense of community. If you have a passion for mentoring talent, analyzing performance metrics, and delivering world-class service, we invite you to grow your career with a global leader in business process management.
Tanggung Jawab
- Lead, mentor, and coach a team of customer service representatives to meet and exceed KPIs.
- Monitor team performance, analyze metrics, and implement action plans to address gaps in productivity and quality.
- Conduct regular performance appraisals, side-by-side coaching, and feedback sessions.
- Manage team attendance, schedules, and administrative requirements to ensure seamless operations.
- Drive employee engagement and retention strategies within the team.
- Handle escalated customer concerns and resolve complex issues with professionalism and urgency.
- Collaborate with support departments (QA, Training, WFM) to optimize team workflow.
Kualifikasi
- At least 1-2 years of experience as a Team Leader in a BPO or call center environment.
- Proven track record in meeting operational targets and managing team performance metrics.
- Excellent communication skills in English (verbal and written).
- Strong leadership and people management capabilities with a coaching-first mindset.
- Proficiency in MS Office Suite and workforce management tools.
- Ability to work in a fast-paced environment and adapt to shifting business priorities.
- Amenable to shifting schedules, including night shifts and weekends.
- Bachelor's degree in any field is preferred but not required if experience criteria are met.