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Customer Service Team Manager

2 months ago

Davao City, Davao, Philippines Talent Outsourcing Channel Solutions Full time

Job Title: Customer Service Team Manager

Job Summary:

We are seeking a talented and experienced Customer Service Team Manager to join our dynamic team at Talent Outsourcing Channel Solutions. As a Customer Service Team Manager, you will play a pivotal role in overseeing and supporting a team of customer service professionals, ensuring exceptional service delivery and driving the success of our call centre operations.

Key Responsibilities:

  • Provide day-to-day leadership and guidance to a team of customer service agents, fostering a positive and productive work environment
  • 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 programmes
  • Manage team schedules, attendance, and adherence to operational procedures
  • Collaborate with other departments to ensure seamless customer experience
  • 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

Requirements:

  • Minimum 1 year of experience in a supervisory or team leader role in a call centre or customer service environment
  • Strong interpersonal and communication skills, with the ability to effectively motivate and lead a team
  • Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality customer service
  • Proficiency in data analysis and reporting, with the ability to interpret performance metrics and identify areas for improvement
  • Familiarity with call centre software and customer relationship management (CRM) systems
  • A genuine passion for delivering exceptional customer experiences

What We Offer:

  • 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