Operations Manager
1 day ago
TORCH Solutions is a leading provider of innovative solutions in Davao City. We are currently seeking a highly skilled Team Leader to join our team and take on the challenge of leading our customer service team.
As a Team Leader, you will be responsible for managing a team of customer service representatives and ensuring that they provide exceptional service to our clients. You will also be responsible for developing and implementing strategies to enhance customer experience and improve process efficiency.
Key Responsibilities:
- Lead and motivate a team of customer service representatives to deliver exceptional results.
- Develop and implement strategies to enhance customer experience and improve process efficiency.
- Monitor team performance, identify areas for improvement, and implement corrective actions as needed.
- Collaborate with other departments to ensure seamless cross-functional coordination and problem-solving.
- Provide daily support and guidance to team members, fostering a positive and collaborative work environment.
- Analyse and report on team performance metrics, identifying opportunities for growth and optimization.
- Ensure compliance with company policies, procedures, and industry regulations.
Requirements:
- Minimum 1 year of experience in a customer service or call centre supervisory role.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to effectively liaise with both internal and external stakeholders.
- Proficient in data analysis and reporting, with the ability to use performance metrics to drive continuous improvement.
- Demonstrated problem-solving and decision-making skills, with a focus on delivering exceptional customer service.
- Familiarity with call centre operations, customer service best practices, and relevant industry regulations.
- Positive attitude, strong work ethic, and a commitment to excellence.
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