Team Lead - Teleperformance MOA
Majorel
Date: 2 weeks ago
City: Pasay
Contract type: Full time
About The Role
As an Operations Supervisor for the Logistics Account at Teleperformance's Pasay City office, you will play a key role in ensuring the smooth and efficient operation of the call center. This full-time role involves providing leadership, guidance and support to a team of customer service representatives, with a focus on driving performance, delivering exceptional customer experiences, and fostering a positive and collaborative work environment.
What You'll Be Doing
As an Operations Supervisor for the Logistics Account at Teleperformance's Pasay City office, you will play a key role in ensuring the smooth and efficient operation of the call center. This full-time role involves providing leadership, guidance and support to a team of customer service representatives, with a focus on driving performance, delivering exceptional customer experiences, and fostering a positive and collaborative work environment.
What You'll Be Doing
- Overseeing the daily activities and performance of a team of customer service representatives
- Monitoring call volumes, handling times, and other key performance metrics to identify areas for improvement
- Providing coaching, training, and feedback to team members to help them develop their skills and reach their full potential
- Collaborating with other departments and stakeholders to resolve customer inquiries and issues
- Implementing and enforcing company policies and procedures to ensure compliance
- Identifying and addressing team and individual training needs
- Fostering a positive, customer-centric, and team-oriented work environment
- Proven experience as a supervisor or team leader in a call center or customer service environment
- Strong communication and interpersonal skills, with the ability to effectively motivate and manage a team
- Excellent problem-solving and decision-making abilities
- Proficiency in data analysis and reporting
- Familiarity with call center software and technology
- A customer-focused mindset and commitment to delivering exceptional service
- Strong organizational and time-management skills
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