Customer Service Team Lead
1 week ago
XMC BPO, a reputable Business Process Outsourcing Agency, seeks an exceptional Customer Service Team Lead - Strategic Operations Manager to spearhead our customer service initiatives.
This pivotal role is based in Cebu City and offers a competitive salary range of $40,000-$60,000 per annum, depending on experience. The successful candidate will enjoy a shifting schedule with the opportunity to work onsite.
Responsibilities- Lead and motivate a team to consistently meet or exceed service and quality standards
- Conduct regular one-on-one and team coaching sessions, providing feedback and performance reviews
- Manage day-to-day team operations, including workload balancing, monitoring KPIs, and handling escalated calls
- Evaluate and improve operational processes to drive business growth and success
To succeed in this challenging yet rewarding role, you will require:
- 2+ years of leadership experience in a contact center or customer service environment
- Strong communication, leadership, and conflict resolution skills
- Technical proficiency in MS Office and data analysis
- Prior experience with performance management and team development would be advantageous
XMC BPO offers a comprehensive benefits package that includes:
- Competitive salary
- Government-mandated benefits
- Work-life balance
- HMO coverage
- 13th month pay
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