Assistant Manager
4 days ago
Job Summary:
The Assistant Manager/Team Lead is responsible for managing, coaching, and guiding a team of customer services representatives to achieve performance targets and deliver excellent customer experiences. This role ensures operational efficiency, adherence to company policies, and the professional development of team members.
Key Responsibilities:
- People management - supervise and guide a team of agents to achieve daily, weekly and monthly KPIs.
- Handles escalations and ensure smooth daily operations.
- Monitor performance metrics and prepare reports.
- Coordinate with support teams (QA, Training, Workforce)
- Drive employee development and team engagement.
Qualifications:
- At least 2 - 3 years BPO lead/supervisory experience in the BPO industry.
- Strong leadership and communication skills.
- Willing to work onsite in Iloilo City.
- Amenable with the shifting schedule (nightshift / graveyard)
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