Deskripsi Pekerjaan
Are you a dynamic leader with a passion for driving excellence in customer experience? Acquire Intelligence is seeking a highly motivated and results-oriented Team Leader to join our expanding team in the heart of Ortigas. In this critical role, you will be the backbone of our operations, responsible for driving team performance, fostering a culture of continuous improvement, and ensuring top-tier service quality for our global clients.
As a Team Leader, you will not just manage metrics; you will mentor and develop high-potential talent. You will be instrumental in implementing coaching strategies, ensuring strict compliance, and bridging the gap between operational goals and employee success. If you are a natural communicator, a data-driven problem solver, and a leader who thrives in a fast-paced environment, we want to hear from you!
Tanggung Jawab
- Lead, mentor, and supervise a team of customer service professionals to meet and exceed KPIs.
- Conduct regular performance coaching sessions to improve individual and team output.
- Monitor call quality and compliance standards, ensuring alignment with internal policies and client expectations.
- Analyze operational data to identify trends and implement corrective actions for continuous improvement.
- Facilitate team meetings and training sessions to boost engagement and product knowledge.
- Manage attendance, scheduling, and staff development initiatives to ensure operational readiness.
- Collaborate with stakeholders to streamline processes and elevate the overall customer experience.
Kualifikasi
- Minimum of 2 years of experience as a Team Leader in a BPO or Customer Service environment.
- Strong understanding of contact center metrics (CSAT, AHT, QA scores, Utilization).
- Excellent command of the English language, both written and verbal.
- Demonstrated ability to motivate teams and handle conflict resolution effectively.
- Proficiency in MS Office Suite (Excel, Word, PowerPoint) and CRM tools.
- Strong analytical, organizational, and time management skills.
- Ability to work flexible shifts in a fast-paced, high-pressure environment.