Customer Service Operations Manager

7 days ago


Davao City, Davao, Philippines TORCH Solutions Full time
Job Overview:
TORCH Solutions is seeking an experienced Team Leader to join our team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our customer service agents, ensuring the efficient and effective delivery of high-quality service to our clients.

About The Role:
This is a full-time position based in Davao City, with fixed weekends off, providing a great work-life balance. You will be working closely with other teams and departments to resolve customer issues and achieve overall business objectives.

Key Responsibilities:
Monitor and analyze team and individual performance metrics to identify areas for improvement and implement effective strategies
Develop and implement training programs to improve team performance and productivity
Collaborate with other teams and departments to resolve customer issues and achieve overall business objectives
Analyze customer feedback and complaints to identify trends and opportunities for improvement
Implement and enforce customer service policies and procedures to ensure consistent and exceptional service delivery

What We're Looking For:
A minimum of 1 year of experience in a customer service supervisory or team leadership role
Strong communication and interpersonal skills, with the ability to effectively coach and motivate a team
Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality service
Proficient in using customer service management tools and data analysis to drive performance improvements

Our Benefits:
Competitive salary and performance-based bonuses
Comprehensive health and wellness benefits, including medical and dental coverage
Opportunities for professional development and career advancement
A collaborative and supportive team culture that values work-life balance
Access to state-of-the-art technology and resources to excel in your role

About Our Team:
TORCH Solutions is a dynamic and innovative company dedicated to delivering high-quality service to our clients. We are committed to creating a positive and engaging team culture, and promoting a customer-centric mindset.

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