Team Leader for BPO

4 days ago

Angeles City, Central Luzon, Philippines BMG Outsourcing Inc. Full time

Job Description:

Start and build your career with BMG Outsourcing – one of the well-respected Australian-owned Outsourcing Company with office in Clark and Sydney, providing high quality services to clients and promising career to its employees.

Our client is currently l looking for a highly motivated and experienced Team Leader to lead our call center team. The ideal candidate will be able to manage, monitor, and coordinate the day-to-day operations of the call center, ensure that call center agents provide excellent patient experience and meet performance and productivity goals. 

Job Qualifications

Responsibilities:

  • Plan, organize and manage the daily operations of the call center to ensure that patient experience and performance objectives are achieved.

  • Develop and implement efficient and effective call center policies, procedures and systems

  • Ensure that customer calls are answered in a timely manner and quality service is provided; identify areas of improvement and ensure that staff is trained accordingly

  • Shepard the development of a call center performance metric-based culture – including the preparation and delivery of daily, weekly, and monthly reports.

  • Listen to calls on a regular basis to identify areas of improvement

  • Hire, train, coach, and develop call center staff to ensure that they have the skills, knowledge and confidence to perform their duties effectively.

  • Monitor and manage call center staff attendance, time and leave.

  • Ensure compliance with Philippines labor laws and regulations

  • Work with other departments to ensure that there is a smooth and seamless patient experience.

Requirements:

  • Bachelor's degree in business administration, sales, or related field.

  • At least 5 years of experience as a call center manager, customer service manager or customer support manager.

  • Proven track record of meeting/exceeding performance goals and managing customer service.

  • Knowledge of call center technology and management systems.

  • Excellent communication, interpersonal and leadership skills.

  • Detail-oriented with strong organizational and problem-solving abilities.

  • Ability to work in a fast-paced environment and to be available to handle emergencies outside regular working hours.

  • Strong computer skills – experience with call center management software is preferred.

Benefits:

  • Salary: We offer a competitive salary that reflects your experience and skills.
  • Healthy Work Environment: A supportive, positive, and inclusive workplace that promotes your well-being and growth.
  • HMO: Enjoy great health insurance to keep you covered.
  • Paid Time Off: Generous vacation days, holidays, and sick leave to help you recharge.
  • Company-Provided Equipment: Get a PC or laptop from the company to help you do your best work, whether you're in the office or working remotely.
  • Free Shuttle: Convenient and comfortable shuttle service to make your commute easier.
  • Free Meals: Enjoy free meals to keep you fueled and focused during the day
  • Other perks: Day shift schedule, and a bunch of other fun perks like company events. (Year-end Party, Summer Outing, Monthly Gathering, etc.)

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