Deskripsi Pekerjaan
Are you a seasoned leader with a passion for driving team performance and excellence? Peak Outsourcing, Inc. is currently looking for a results-driven Team Leader to join our dynamic operations team in Dumaguete City. In this role, you will be the heartbeat of our customer service department, ensuring that our team delivers world-class support while maintaining operational efficiency.
As a Team Leader, you will provide hands-on guidance, coaching, and motivation to a group of call center agents. You will be responsible for monitoring KPIs, managing daily workflows, and fostering a culture of professional growth and high performance. If you have a knack for problem-solving, a deep understanding of BPO operations, and a desire to elevate team standards, we want to hear from you!
Tanggung Jawab
- Oversee the day-to-day operations of the customer service team to ensure service level agreements (SLAs) are met.
- Conduct regular performance coaching, feedback sessions, and development planning for team members.
- Analyze daily, weekly, and monthly performance metrics to identify trends and implement improvement strategies.
- Serve as the primary point of contact for escalations and complex customer issues.
- Foster a positive and collaborative team environment that encourages engagement and retention.
- Prepare accurate shift reports, attendance trackers, and operational updates for management.
- Ensure compliance with company policies, procedures, and quality assurance standards.
Kualifikasi
- At least 1-2 years of experience as a Team Leader or Supervisor in a BPO or Call Center environment.
- Strong leadership skills with a proven track record of managing and developing high-performing teams.
- Exceptional verbal and written communication skills in English.
- Proficient in MS Office Suite, particularly Excel, for data analysis and reporting.
- Excellent critical thinking and problem-solving abilities in a fast-paced environment.
- Ability to work flexible hours and thrive under pressure.
- A Bachelor’s degree in Business, Management, or a related field is highly preferred.