Deskripsi Pekerjaan
Are you a seasoned professional seeking a new challenge in the telecommunications industry? Viventis Search Asia is currently seeking a dedicated and results-driven Team Leader (Telco Account) to join our esteemed partner's team in Pasig City. In this pivotal role, you will be responsible for steering a high-performing team of customer service representatives, ensuring operational excellence, and delivering exceptional customer experiences. If you are ready to lead, mentor, and drive success in a dynamic BPO environment, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to meet daily and monthly targets.
- Monitor team performance metrics (KPIs) such as Average Handling Time (AHT) and First Call Resolution (FCR) to ensure quality standards.
- Handle complex customer escalations and resolve issues to maintain high customer satisfaction scores.
- Conduct regular coaching sessions, training, and performance appraisals to foster professional growth.
- Collaborate with operations management to implement process improvements and workflow optimizations.
- Ensure strict adherence to company policies, compliance regulations, and industry best practices.
- Report team progress and insights to senior management regularly.
Kualifikasi
- Bachelor’s degree in any field or equivalent work experience in a call center environment.
- Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
- Strong understanding of the Telco industry or BPO operations is highly preferred.
- Excellent verbal and written communication skills in English.
- Proven ability to resolve conflicts and handle high-pressure situations effectively.
- Proficient in using CRM software and Microsoft Office applications.