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BPO Team Manager
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About CEF Solutions Inc.:
We are a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. Our expertise lies in providing specialized staffing services to clients in the Customer Service industry, aligning with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an exceptional end-to-end client experience.
JOB DESCRIPTION:
The Team Manager is responsible for overseeing a team of customer service representatives or agents. This role ensures that the team meets performance targets, provides high-quality service to clients, and adheres to company policies and procedures.
Responsibilities Include:
- Supervising, leading, and motivating a team of agents to achieve performance metrics.
- Conducting regular team meetings to communicate updates, expectations, and address concerns.
- Fostering a positive work environment that encourages teamwork and personal growth.
Additionally:
- Monitoring individual and team performance against established KPIs.
- Providing regular feedback, coaching, and performance appraisals to team members.
- Implementing performance improvement plans when necessary.
We are seeking a skilled professional to fill this critical role. The ideal candidate will possess strong leadership, communication, and interpersonal skills, as well as a solid understanding of customer service principles and practices.
