Deskripsi Pekerjaan
Join SixEleven as a Team Leader in our dynamic customer service operations in Cagayan de Oro. This leadership role offers the opportunity to drive team excellence while shaping exceptional customer experiences. You'll be at the forefront of operational excellence, motivating agents to exceed performance targets while maintaining industry-leading service standards. SixEleven provides a collaborative environment where your leadership skills can flourish through strategic team development, process optimization, and performance analytics. This position combines hands-on team management with strategic oversight, making it ideal for experienced professionals seeking to advance their careers in customer service leadership.
Tanggung Jawab
- Lead and mentor a team of customer service agents to achieve performance targets
- Oversee daily operational workflows and service delivery standards
- Monitor key performance indicators (KPIs) and implement improvement strategies
- Ensure compliance with company policies and customer service protocols
- Facilitate agent training and development programs
- Handle escalated customer issues with effective resolution techniques
- Prepare performance reports and actionable insights for management
- Foster a positive team culture aligned with company values
Kualifikasi
- Minimum 2 years experience in team leadership within call center/customer service
- Strong analytical skills with data-driven decision-making abilities
- Excellent communication and interpersonal skills
- Proven ability to motivate teams and achieve performance goals
- Proficiency in CRM software and call center management tools
- Ability to work effectively under pressure in fast-paced environments
- Bachelor's degree in Business Administration or related field preferred
- Knowledge of customer service best practices and industry standards