Deskripsi Pekerjaan
Are you a seasoned leader with a passion for driving excellence in the financial services sector? IBEX Global Solutions is looking for a results-driven Team Manager to lead our dynamic team in Paranaque City. In this pivotal role, you will be the heartbeat of our operations, tasked with motivating high-performing agents, optimizing workflows, and ensuring we consistently exceed service level agreements (SLAs) for our high-value financial clients.
At IBEX, we don't just manage teams; we cultivate leaders. You will have the opportunity to implement strategic coaching frameworks, analyze performance metrics to drive process improvements, and foster a culture of professional growth. If you are analytical, people-oriented, and ready to take your career to the next level in a fast-paced BPO environment, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and inspire a team of financial customer service representatives to meet and exceed daily performance KPIs.
- Analyze real-time performance data and quality metrics to identify trends and implement effective coaching strategies.
- Ensure full adherence to financial compliance standards and data privacy protocols during client interactions.
- Conduct regular performance appraisals, 1-on-1 coaching sessions, and career development planning for team members.
- Manage attendance, scheduling, and attrition to ensure optimal floor coverage and service consistency.
- Collaborate with quality assurance and training departments to refine service processes and enhance customer experience.
- Drive a positive team culture that promotes employee engagement and operational efficiency.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, Finance, or a related field.
- At least 2-3 years of proven experience as a Team Leader or Manager within a BPO/Call Center environment, specifically handling Financial accounts.
- In-depth knowledge of financial service metrics, compliance, and regulatory standards.
- Strong analytical skills with the ability to translate data into actionable operational insights.
- Exceptional leadership, communication, and interpersonal skills to motivate a diverse team.
- Proficiency in workforce management tools and MS Office Suite.
- Willingness to work in flexible shifts, including weekends and holidays if required by business needs.