Deskripsi Pekerjaan
Are you ready to ELEVATE YOUR GAME? Concentrix is looking for dynamic, results-driven leaders to join our Support and Leadership team in the heart of Makati. As a Team Leader for our ANE account, you will be at the forefront of driving excellence and shaping the future of customer experience. This isn't just a job; it's an opportunity to unleash your full potential with a global leader that values innovation, people, and high-performance culture.
At Concentrix, we believe that great leaders are the backbone of our success. In this role, you will lead a dedicated team of professionals, fostering a culture of continuous improvement, high engagement, and professional integrity. You will be empowered to make data-driven decisions that impact both our clients and our people, ensuring that every interaction reflects our commitment to quality. We provide the tools, the support, and the global platform—you provide the passion and the leadership expertise to drive results.
Joining our Makati team means becoming part of a diverse and inclusive community that thrives on collaboration. Whether you are coaching a new hire or strategizing on how to exceed complex client KPIs, your role as a Team Leader is pivotal to our collective success. We offer a competitive compensation package, comprehensive health benefits, and a clear career path for those who are ready to take the next step in their professional journey. Dive in today and see why Concentrix is the preferred employer for top BPO talent in the Philippines. Unleash your potential and lead the way with us!
Tanggung Jawab
- Lead, coach, and motivate a team of customer service associates to achieve and exceed operational KPIs and performance targets.
- Conduct regular performance reviews and effective one-on-one coaching sessions to facilitate individual agent growth and career development.
- Monitor real-time queue management and service level agreements (SLAs) to ensure optimal service delivery and resource allocation.
- Handle and resolve escalated customer inquiries and complex issues with a focus on first-call resolution and customer satisfaction.
- Analyze team performance data and metrics to identify trends, performance gaps, and implement proactive improvement strategies.
- Collaborate with Quality Assurance and Training departments to ensure compliance with global standards and client requirements.
- Foster a positive, inclusive, and high-energy team environment that promotes employee engagement and retention.
- Prepare and present comprehensive performance reports to internal stakeholders and client management on a regular basis.
Kualifikasi
- Minimum of 1-2 years of proven experience as a Team Leader or Supervisor within a BPO or Call Center environment.
- Strong track record of managing high-performing teams and successfully meeting or exceeding client-driven KPIs.
- Excellent verbal and written English communication skills with the ability to influence and inspire others.
- Data-driven mindset with strong analytical skills to interpret performance metrics and drive actionable results.
- Prior experience managing ANE (Account Management/Enterprise) or technical support accounts is highly advantageous.
- Completed at least 2 years of college education; a Bachelor's degree in a related field is preferred.
- Must be willing to work in a shifting schedule, including graveyard shifts, weekends, and holidays.
- Proficiency in Microsoft Office Suite, particularly advanced Excel and PowerPoint for reporting purposes.