Deskripsi Pekerjaan
Are you a results-driven leader looking to make an impact in the telecommunications industry? Teleperformance is seeking a skilled Telco Operations Supervisor to oversee our dynamic team in Antipolo City. In this pivotal role, you will be responsible for the successful implementation of short-term operational activities and ensuring that daily workflows meet our high standards of excellence. As a Supervisor, your decisions will directly influence team performance and customer satisfaction levels.
You will manage the day-to-day operations of the contact center, ensuring that service level agreements (SLAs) are consistently met. We are looking for an individual who can mentor team members, resolve complex escalations, and drive continuous improvement within the department. If you have a passion for operations management and a knack for fostering a positive work environment, this is the perfect opportunity to advance your career with a global leader in digital business services.
Tanggung Jawab
- Oversee and manage the daily operations of the Telco support team to ensure seamless service delivery.
- Monitor team performance metrics, including Average Handle Time (AHT) and First Contact Resolution (FCR), and implement strategies to improve them.
- Conduct regular quality assurance reviews and provide constructive feedback to agents to enhance service quality.
- Handle and resolve complex customer escalations and high-priority issues with professionalism and efficiency.
- Mentor, coach, and develop team members to foster professional growth and improve retention rates.
- Ensure strict adherence to company policies, procedures, and compliance regulations.
- Coordinate with other departments to streamline processes and optimize workflow efficiency.
Kualifikasi
- Bachelor's Degree in any field or equivalent work experience in a BPO/Call Center environment.
- Minimum of 2-4 years of experience in a supervisory or team lead role within the Telecommunications or Customer Service sector.
- Proven track record of managing teams and achieving operational targets.
- Strong leadership, communication, and interpersonal skills.
- Proficiency in CRM software and call center management tools.
- Ability to work effectively in a fast-paced, high-volume environment and handle pressure.