Deskripsi Pekerjaan
Join IBEX Global Solutions as a Team Manager and lead high-performing teams to deliver exceptional customer experiences. In this pivotal leadership role, you'll drive operational excellence by aligning team activities with strategic objectives while maintaining industry-leading service standards. You'll foster a culture of continuous improvement through performance monitoring, coaching, and process optimization. This opportunity allows you to shape customer service strategies while developing future leaders in a dynamic BPO environment. If you're passionate about people leadership and operational excellence, this is your chance to make a significant impact at one of the Philippines' leading customer service providers.
Tanggung Jawab
- Manage, motivate, and coordinate team activities to achieve service level agreements and performance targets
- Monitor key performance indicators and implement data-driven strategies for operational improvement
- Conduct regular coaching sessions and performance reviews to enhance team capabilities
- Facilitate cross-functional collaboration with support departments to ensure seamless service delivery
- Handle escalated customer issues and implement effective resolution protocols
- Develop and maintain comprehensive team training programs aligned with business objectives
- Ensure compliance with company policies, quality standards, and regulatory requirements
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years of experience in team leadership within call center or customer service environments
- Proven track record of achieving performance metrics and service level agreements
- Strong analytical skills with ability to interpret performance data and implement corrective actions
- Excellent communication and interpersonal skills with conflict resolution expertise
- Proficiency in CRM systems and quality monitoring tools
- Ability to work flexible hours including evenings and weekends as required