Deskripsi Pekerjaan
Join IBEX Global Solutions as a Team Manager and lead a dynamic team to deliver exceptional customer service experiences. In this pivotal role, you'll drive operational excellence by aligning team performance with strategic business objectives. You'll foster a high-performance culture through targeted coaching, performance monitoring, and process optimization. This position requires a results-oriented leader who can navigate complex customer interactions while mentoring team members to exceed service level agreements. Collaborate with cross-functional departments to implement continuous improvement initiatives and maintain industry-leading quality standards. Ideal for professionals passionate about developing talent and driving measurable growth in fast-paced contact center environments.
Tanggung Jawab
- Manage daily operations of customer service teams to meet KPIs and SLAs
- Conduct regular coaching sessions and performance reviews for team members
- Implement process improvements to enhance service quality and efficiency
- Handle escalated customer issues with resolution-focused approach
- Develop and maintain comprehensive training programs for new and existing staff
- Collaborate with HR on recruitment, onboarding, and retention strategies
- Generate performance reports and present insights to senior leadership
Kualifikasi
- Bachelor's degree in Business, Management, or related field
- Minimum 3 years team leadership experience in contact center environment
- Strong analytical skills with data-driven decision-making ability
- Expertise in CRM systems and performance management tools
- Proven track record of improving team productivity and quality metrics
- Excellent conflict resolution and stakeholder communication skills
- Knowledge of PCI-DSS and customer data protection protocols