Deskripsi Pekerjaan
Are you a seasoned leader with a passion for driving performance in the telecommunications sector? ResultsCX is currently seeking a highly motivated and results-oriented Telco Team Leader to join our expanding site in the vibrant Mactan Newtown area. In this pivotal role, you will be responsible for guiding a team of customer service professionals, ensuring operational excellence, and stabilizing performance metrics to meet client expectations.
We are looking for a coach and mentor who thrives in a fast-paced environment and possesses the ability to analyze data to improve team efficiency. You will be instrumental in fostering a culture of high performance, accountability, and professional growth. At ResultsCX, we value our people, which is why we offer a competitive compensation package complemented by an attractive milestone bonus for hitting key performance indicators.
If you are a dynamic leader looking to elevate your career within one of the industry's leading BPO organizations, we want to hear from you. Join our team in Mactan and help us continue to deliver world-class service to our global telco partners.
Tanggung Jawab
- Oversee day-to-day operations of a customer service team, ensuring adherence to KPIs and service level agreements (SLAs).
- Provide consistent coaching, mentoring, and performance feedback to team members to drive individual and collective improvement.
- Monitor and analyze call center metrics to identify performance gaps and implement effective action plans.
- Conduct regular team huddles and performance reviews to foster an environment of open communication and continuous development.
- Manage attendance, scheduling, and payroll validation to ensure operational readiness.
- Collaborate with operations managers and quality assurance teams to improve customer satisfaction (CSAT) and handle escalated concerns.
- Maintain high levels of team engagement and morale through effective leadership and recognition programs.
Kualifikasi
- Minimum of 2 years experience as a Team Leader in a BPO environment, specifically within the Telecommunications account.
- Strong background in performance management, data analysis, and coaching techniques.
- Excellent verbal and written communication skills in English.
- Proven ability to troubleshoot operational issues and stabilize team performance under pressure.
- Proficiency in MS Office Suite, particularly Excel, for reporting and data analysis.
- Strong problem-solving skills and the ability to adapt to changing business requirements.
- Willingness to work on shifting schedules, including weekends and holidays.
- Must be willing to work on-site at Mactan Newtown, Cebu.