Deskripsi Pekerjaan
Join Contactpoint360 as a Team Manager and drive operational excellence in our dynamic customer service environment. This pivotal role bridges strategy and execution, working directly with the Operations Manager to develop, coordinate, and implement projects that enhance team performance and customer satisfaction. You'll lead a high-performing team of customer service representatives, fostering a culture of continuous improvement while ensuring alignment with company standards and KPIs. This onsite position in Cebu offers the opportunity to shape operational workflows, mentor emerging talent, and contribute to the growth of a leading contact center organization. If you're passionate about leadership, process optimization, and delivering exceptional service, we invite you to apply and make a tangible impact on our team's success.
Tanggung Jawab
- Collaborate with Operations Manager to develop and implement strategic projects and operational programs
- Lead, mentor, and manage a team of customer service representatives to achieve performance targets
- Monitor team performance metrics and provide actionable coaching for improvement
- Ensure adherence to service level agreements and quality standards
- Coordinate cross-functional initiatives to streamline processes and enhance efficiency
- Handle escalated customer issues and implement resolution strategies
- Prepare performance reports and data-driven insights for leadership review
- Assist in recruitment, onboarding, and professional development of team members
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years experience in team leadership, preferably in contact center/customer service
- Strong project coordination and planning skills with proven track record
- Excellent communication, coaching, and conflict resolution abilities
- Proficiency in CRM systems and performance management tools
- Knowledge of call center operations, SLAs, and quality metrics
- Ability to thrive in fast-paced environment and make data-driven decisions
- Leadership certification or advanced training preferred