Team Performance Coordinator

21 hours ago


Davao City, Davao, Philippines TORCH Solutions Full time

We are TORCH Solutions, a dynamic and growing company in Davao City. We are seeking a highly motivated and experienced Team Leader to join our team and lead our customer service team to success.

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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