Deskripsi Pekerjaan
Join IBEX Global Solutions as a Team Leader and drive exceptional customer service experiences in our dynamic Paranaque-based operations. We're seeking a results-oriented leader to manage, motivate, and coordinate account teams to exceed service objectives and performance targets. In this pivotal role, you'll foster a high-performance culture, implement process improvements, and develop team members to their full potential. If you're passionate about leadership excellence and thrive in fast-paced environments where you can directly impact customer satisfaction and team growth, this opportunity is your chance to make a significant impact.
Tanggung Jawab
- Lead, mentor, and develop high-performing customer service teams
- Monitor KPIs and implement strategies to enhance service quality and efficiency
- Drive team performance through coaching, feedback, and performance management
- Resolve escalated customer issues with empathy and solutions-oriented approach
- Collaborate with cross-functional teams to optimize service delivery processes
- Conduct regular team meetings to align on goals and share best practices
- Recruit, onboard, and train new team members for seamless integration
Kualifikasi
- Minimum 2 years of team leadership experience in call center/customer service
- Proven track record of meeting/exceeding performance targets
- Strong analytical skills with ability to interpret data and drive decisions
- Excellent communication and conflict resolution abilities
- Proficiency in CRM systems and performance management tools
- Bachelor's degree in Business, Management, or related field
- Experience in process optimization and quality improvement initiatives