Deskripsi Pekerjaan
The Team Manager at IBEX Global Solutions plays a pivotal role in leading and developing high-performing teams within our retail account operations. As a Team Manager, you will be responsible for overseeing daily activities, ensuring exceptional customer service, and driving team productivity to meet and exceed performance targets. You will serve as the primary point of contact for team members, providing guidance, mentorship, and support to foster a positive and productive work environment. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of retail customer service dynamics. You will collaborate with cross-functional departments to implement process improvements, resolve complex customer issues, and maintain high service quality standards. This position offers an exciting opportunity to make a significant impact on our retail account's success while developing your leadership capabilities in a dynamic BPO environment.
Tanggung Jawab
- Lead, motivate, and manage a team of customer service representatives to achieve performance targets
- Monitor and analyze team performance metrics, including call quality, resolution rates, and customer satisfaction scores
- Provide ongoing coaching, training, and development opportunities for team members
- Implement and enforce company policies, procedures, and best practices
- Address and resolve escalated customer issues in a timely and effective manner
- Conduct regular team meetings to share updates, recognize achievements, and address concerns
- Collaborate with other departments to ensure seamless service delivery
- Identify areas for process improvement and implement solutions
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum of 3 years of experience in team management, preferably in a BPO or retail customer service environment
- Proven track record of meeting and exceeding performance targets
- Excellent leadership, communication, and interpersonal skills
- Strong problem-solving abilities and customer-focused mindset
- Proficiency in using CRM systems and other relevant software
- Ability to work in a fast-paced environment and handle multiple priorities
- Knowledge of retail industry best practices and customer service standards