Team Management Specialist

4 days ago


Taguig, National Capital Region, Philippines Carelon Global Solutions Philippines Full time

Carelon Global Solutions Philippines is looking for a highly skilled and experienced Team Management Specialist to join our operations team. As a key member of our management team, you will be responsible for leading a team of customer service representatives to deliver exceptional customer experiences.

Key Responsibilities:

  1. Develop and implement effective operational strategies to drive business growth and improve customer satisfaction.
  2. Lead a high-performing team of customer service representatives, providing coaching, guidance, and performance feedback to ensure they meet or exceed their targets.
  3. Collaborate with cross-functional teams to identify and address operational issues, ensuring seamless delivery of services to customers.
  4. Maintain accurate records of team performance, including metrics such as first call resolution, average handling time, and customer satisfaction ratings.
  5. Stay up-to-date with industry trends and best practices, applying this knowledge to improve team performance and achieve business objectives.
  6. Foster a positive and inclusive work environment, promoting a culture of continuous learning and development among team members.

Requirements:

  • At least 3-5 years of experience in a leadership role within the BPO industry.
  • Proven track record of delivering results-driven outcomes in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and clients.
  • Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions.
  • Diploma in Business Administration or related field, preferably with relevant certifications (e.g., Six Sigma, Lean).

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