Deskripsi Pekerjaan
Ready to take your career to the next level? Join Concentrix Clark and enjoy these benefits:
- Day 1 HMO
- Merchant Discounts
- Incentives
We are seeking an experienced and motivated Team Leader to oversee our Telco account operations in the Clark Freeport Zone. In this pivotal role, you will be responsible for leading a high-performing team, ensuring exceptional customer service delivery, and driving operational excellence. If you are a results-oriented leader looking to make an impact in a dynamic BPO environment, we want to hear from you.
As a Team Leader, you will play a crucial role in shaping the customer experience for our Telco clients. You will be the bridge between management and the front-line agents, ensuring that all quality standards are met while fostering a positive and productive work culture. We offer a competitive package and a pathway for rapid professional growth.
Tanggung Jawab
- Lead, mentor, and supervise a team of Customer Service Representatives to ensure high service standards and team morale.
- Monitor team performance metrics including KPIs, Average Handle Time (AHT), and Customer Satisfaction Score (CSAT).
- Conduct regular coaching sessions, performance reviews, and training to enhance team skills and identify areas for improvement.
- Handle escalated customer issues and complaints to ensure resolution and maintain client satisfaction.
- Collaborate with management to implement process improvements and workflow optimizations for efficiency.
- Manage shift schedules, attendance tracking, and ensure adequate staffing levels during peak hours.
- Act as the primary point of contact for the team regarding operational challenges and support needs.
Kualifikasi
- Bachelor’s degree in any field or equivalent professional experience.
- Minimum of 2-4 years of experience in a Call Center or BPO environment, with at least 1 year in a leadership or supervisory role.
- Strong communication and interpersonal skills, with the ability to lead by example and motivate others.
- Proven experience in the Telco or Telecommunications industry is highly preferred.
- Familiarity with CRM software and call center management tools.
- Ability to work in a fast-paced, target-driven environment and adapt to changing business needs.