Deskripsi Pekerjaan
Join Peak Outsourcing, Inc.'s dynamic call center team as a Team Leader and spearhead excellence in customer service delivery. In this pivotal role, you'll lead, mentor, and inspire a high-performing team of customer service agents to exceed performance targets while maintaining exceptional service standards. Drive operational efficiency through performance analytics, implement continuous improvement strategies, and foster a collaborative team environment that prioritizes both customer satisfaction and employee growth. You'll collaborate with cross-functional departments to optimize workflows, resolve escalated customer issues, and develop actionable insights that enhance service quality. This position offers a competitive salary package, comprehensive training programs, and clear pathways for career advancement within our rapidly expanding organization.
Tanggung Jawab
- Lead, coach, and motivate a team of 8-12 customer service agents to achieve performance KPIs
- Monitor real-time call metrics and performance dashboards to identify coaching opportunities
- Conduct regular one-on-one meetings and performance reviews with team members
- Implement quality assurance protocols and ensure adherence to company standards
- Develop and execute training programs to enhance agent skills and product knowledge
- Resolve escalated customer issues and complex complaints with empathy and efficiency
- Collaborate with HR to address staffing needs, performance management, and team morale
- Generate performance reports and present actionable insights to senior management
Kualifikasi
- Minimum of 2 years experience in team leadership within a call center or BPO environment
- Proven track record of meeting/exceeding performance targets and service quality metrics
- Strong analytical skills with ability to interpret call center data and trends
- Exceptional communication and interpersonal skills with ability to motivate diverse teams
- Proficiency in CRM systems (e.g., Salesforce, Zendesk) and call center technologies
- Ability to work in a fast-paced environment while maintaining composure under pressure
- Bachelor's degree in Business, Management, or related field preferred
- Certification in Six Sigma, Lean Management, or similar process improvement methodology advantageous