Service Delivery Excellence Lead

5 days ago


Davao City, Davao, Philippines TORCH Solutions Full time

About the Job

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This is a full-time position based in Davao City, Davao del Sur, with fixed weekends off, providing you with a great work-life balance.

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Key Responsibilities

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  2. Oversee the day-to-day operations of your team, including scheduling, monitoring performance, and providing coaching and feedback.">
  3. Implement and enforce customer service policies and procedures to ensure consistent and exceptional service delivery.">
  4. Identify and address training needs for your team, and facilitate skill development and knowledge sharing.">
  5. Collaborate with other teams and departments to resolve customer issues and achieve overall business objectives.">
  6. Analyse team and individual performance metrics to identify areas for improvement and implement effective strategies.">
  7. Foster a positive and engaging team culture, and promote a customer-centric mindset.">
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Requirements and Qualifications

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  • A minimum of 1 year of experience in a customer service supervisory or team leadership role.">
  • Strong communication and interpersonal skills, with the ability to effectively coach and motivate a team.">
  • Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality service.">
  • Proficient in using customer service management tools and data analysis to drive performance improvements.">
  • Familiarity with call centre operations and a deep understanding of customer service best practices.">
  • A positive and proactive attitude, with a commitment to continuously improving processes and team performance.">
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Benefits

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  • Competitive salary and performance-based bonuses.">
  • Comprehensive health and wellness benefits, including medical and dental coverage.">
  • Opportunities for professional development and career advancement.">
  • A collaborative and supportive team culture that values work-life balance.">
  • Access to state-of-the-art technology and resources to excel in your role.">
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Company Overview

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TORCH Solutions is a leading provider of customer service solutions. Our team is dedicated to delivering high-quality service to our clients, and we are committed to excellence in all that we do.



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