Deskripsi Pekerjaan
Are you ready to elevate your career and lead from the front? Concentrix is looking for a dynamic and results-driven Team Leader to join our elite Giga Support and Leadership team in Pasig City. In this pivotal role, you will be the driving force behind a high-performing team of customer service professionals, ensuring excellence in service delivery and operational success.
At Concentrix, we don't just manage teams; we build future leaders. You will have the opportunity to influence customer experience strategies, mentor top-tier talent, and work in a fast-paced, innovative environment that rewards ambition. If you are passionate about people management, data-driven coaching, and delivering world-class service, this is your chance to unleash your full potential.
We provide a supportive culture where your growth is our priority. Come be part of a global company that values your expertise and provides the tools to help you succeed.
Tanggung Jawab
- Lead, mentor, and coach a team of customer service representatives to achieve key performance indicators (KPIs) and operational goals.
- Monitor daily performance metrics, providing actionable feedback to improve efficiency and service quality.
- Conduct regular performance reviews, team huddles, and one-on-one sessions to foster professional growth.
- Handle escalated customer concerns with professionalism, ensuring swift and satisfactory resolution.
- Develop and implement strategies to increase employee engagement and reduce attrition within the team.
- Analyze operational data to identify trends, process gaps, and opportunities for service enhancement.
- Ensure full adherence to company policies, security protocols, and compliance standards.
Kualifikasi
- At least 1-2 years of experience as a Team Lead in a BPO or Call Center environment.
- Strong background in performance management and team coaching.
- Excellent communication skills, both written and verbal, with a customer-centric mindset.
- Proven ability to work under pressure and meet strict deadlines in a fast-paced setting.
- Strong analytical skills with proficiency in Microsoft Excel and workforce management tools.
- Proven track record of hitting operational targets and improving team metrics.
- Willingness to work on shifting schedules, including weekends and holidays.