Deskripsi Pekerjaan
Are you a natural leader with a passion for driving excellence in customer experience? IBEX Global Solutions is seeking a dynamic and results-oriented Team Manager to join our expanding team in Bohol. In this pivotal role, you will be the heartbeat of our operations, tasked with leading, coaching, and motivating a high-performing team of customer service professionals to exceed service levels and operational KPIs.
At IBEX, we believe that our people are our greatest asset. As a Team Manager, you will foster a culture of engagement, continuous improvement, and professional growth. You will bridge the gap between strategy and execution, ensuring that every interaction not only meets our rigorous quality standards but also enhances our clients' brand reputation. If you are a strategic thinker who thrives in a fast-paced BPO environment and possesses the grit to turn challenges into opportunities, we want to hear from you.
This is a pooling position for our upcoming projects in the Bohol region. Join us and take the next step in your management career with a global leader in customer engagement.
Tanggung Jawab
- Lead, mentor, and inspire a team of customer service representatives to meet and exceed daily performance metrics.
- Conduct regular performance reviews, coaching sessions, and feedback loops to ensure individual and team growth.
- Monitor call/chat volume and agent productivity to ensure adherence to established Service Level Agreements (SLAs).
- Implement operational strategies to improve customer satisfaction (CSAT) and First Contact Resolution (FCR) scores.
- Analyze performance data and provide actionable insights to senior leadership to drive process improvements.
- Manage attendance, scheduling, and staff retention initiatives to maintain a stable and motivated workforce.
- Ensure compliance with company policies, security protocols, and client-specific regulatory requirements.
Kualifikasi
- Proven experience as a Team Leader or Manager within a BPO/Call Center environment (at least 2 years).
- Strong knowledge of contact center metrics, workforce management principles, and quality assurance processes.
- Exceptional communication and interpersonal skills, with the ability to influence and lead diverse teams.
- Proficiency in data analysis and reporting tools (MS Excel, PowerPoint, and CRM software).
- Ability to thrive in a high-pressure environment while maintaining a positive, professional demeanor.
- Strong problem-solving skills and the ability to make data-driven decisions under tight deadlines.
- Must be willing to work on flexible shifts, including holidays and weekends, as required by the business.