Deskripsi Pekerjaan
Are you a seasoned BPO professional ready to take the next step in your leadership career? CSV Now is looking for a dynamic and results-driven Team Leader to oversee our high-performing international account in the heart of Cebu City. In this pivotal role, you will be the backbone of our operations, mentoring a talented team of customer service agents and ensuring we exceed client KPIs.
At CSV Now, we foster a culture of excellence, innovation, and professional growth. We aren't just looking for a supervisor; we are looking for a mentor who can drive engagement, optimize workflow processes, and deliver top-tier service quality for our global clients. If you are passionate about people development and have a proven track record in BPO leadership, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to meet and exceed daily performance targets.
- Monitor call quality and provide constructive, actionable feedback to drive individual and team improvement.
- Manage attendance, scheduling, and team performance metrics to ensure seamless service delivery.
- Conduct regular coaching sessions and performance reviews to foster career growth within the team.
- Analyze operational reports to identify trends, resolve recurring issues, and improve process efficiency.
- Collaborate with department managers to implement new strategies and account updates.
- Handle escalations and complex customer issues with professionalism and a solutions-oriented mindset.
Kualifikasi
- Bachelor’s degree or equivalent relevant work experience.
- At least 2 years of experience as a Team Leader in an international BPO account.
- Strong background in performance management, quality assurance, and workforce management.
- Excellent communication skills in English (verbal and written) with a focus on coaching and feedback delivery.
- Proven ability to analyze metrics, identify performance gaps, and execute effective action plans.
- Proficient in MS Office Suite and standard BPO CRM/ticketing platforms.
- Flexible to work in shifting schedules, including night shifts and weekends as required.
- Strong problem-solving skills and the ability to thrive in a fast-paced, high-pressure environment.