Senior Customer Service Operations Manager

2 weeks ago

Davao City, Davao, Philippines beBeeCustomerService Full time ₱800,000 - ₱1,200,000
Customer Service Team Lead

We are seeking a highly experienced and skilled Customer Service Team Lead to oversee the performance of our team. This role requires strong leadership, communication, and problem-solving skills.

  • The ideal candidate will have at least 1 year of experience in a supervisory or team leader role within a call centre or customer service environment.
  • Strong interpersonal and communication skills are essential for effectively motivating and leading a team.
  • Excellent problem-solving and decision-making abilities are necessary for delivering high-quality customer service.

Key Responsibilities:

  • Lead and motivate a team of customer service agents to achieve exceptional service delivery and drive business success.
  • Monitor team performance, set targets, and implement strategies to improve efficiency and customer satisfaction.
  • Conduct regular coaching and feedback sessions to help team members develop their skills and reach their full potential.
  • Identify training needs and work with the training team to design and deliver tailored programs.
  • Manage team schedules, attendance, and adherence to operational procedures.
  • Collaborate with other departments to ensure seamless customer experiences.
  • Contribute to the development and implementation of process improvements and new initiatives.
  • Serve as a point of escalation for complex customer inquiries and complaints, providing effective resolutions.

What We Offer:

  • A competitive salary and performance-based incentives.
  • Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
  • Opportunities for career development and advancement.
  • A supportive and collaborative work environment that values teamwork and innovation.
  • Work-life balance initiatives, such as flexible scheduling and holiday allowances.

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