Deskripsi Pekerjaan
Are you a natural leader with a passion for driving performance and fostering a culture of excellence? IBEX Global Solutions is seeking a highly motivated and results-oriented Team Manager to join our expanding team in Bohol, Central Visayas. In this pivotal role, you will be the heartbeat of our operations, tasked with managing, motivating, and coordinating the activities of our customer service professionals to ensure we exceed client expectations.
As a Team Manager at IBEX, you will not just oversee metrics; you will inspire your team to reach their full potential. You will be responsible for streamlining operational workflows, implementing coaching strategies, and maintaining a high-energy work environment that promotes growth and retention. If you thrive in a fast-paced BPO environment and possess the leadership acumen to navigate complex challenges while supporting your team’s development, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and coach a team of customer service representatives to meet and exceed KPIs and quality standards.
- Analyze operational performance data to identify trends, areas for improvement, and training opportunities.
- Facilitate daily huddles and monthly performance reviews to ensure clear communication and alignment with organizational goals.
- Manage employee relations, scheduling, and attendance to ensure optimal staffing levels and service delivery.
- Collaborate with quality assurance and support departments to implement process improvements and drive customer satisfaction.
- Develop and execute engagement initiatives to maintain high morale and foster a positive team culture.
- Handle complex escalated customer concerns with professionalism and sound problem-solving judgment.
Kualifikasi
- At least 2-3 years of experience in a leadership or supervisory role within a BPO/Call Center environment.
- Proven track record of achieving performance targets and managing team metrics (AHT, CSAT, Quality scores).
- Strong analytical skills with the ability to interpret data and translate it into actionable coaching plans.
- Excellent verbal and written communication skills in English.
- Proficiency in MS Office Suite (Excel, PowerPoint, Word) and contact center software.
- Ability to work flexible shifts, including holidays and weekends, to support global operations.
- Bachelor's Degree in Business Administration, Communications, or a related field is preferred.