Operations Team Leader - CSR
About the role
As the Operations Team Leader - CSR at iOPEX Technologies Philippines Inc.', you will play a crucial role in leading and motivating a team of Customer Service Representatives (CSRs) to deliver exceptional customer experiences. This full-time position is based in Taguig City, Metro Manila, and will involve overseeing the day-to-day operations of your team, providing coaching and support, and ensuring the achievement of key performance metrics.
What you'll be doing- Manage and coordinate the activities of a team of CSRs, ensuring efficient and effective service delivery
- Monitor team performance, identify areas for improvement, and implement strategies to enhance productivity and customer satisfaction
- Provide regular feedback, training, and coaching to your team, fostering their professional development
- Collaborate with other departments to resolve customer inquiries and escalate issues as needed
- Analyse call data and generate reports to track team and individual performance
- Maintain a positive and engaging work environment, promoting teamwork and a customer-centric culture
- Assist in the recruitment, selection, and onboarding of new CSR team members
- Minimum 2-3 years of experience in a customer service or call centre supervisory role
- Excellent communication, interpersonal, and leadership skills
- Strong problem-solving and decision-making abilities
- Proficiency in data analysis and report generation
- Ability to work well in a team and foster a positive, collaborative work environment
- Familiarity with contact centre operations, metrics, and Key Performance Indicators (KPIs)
- Passion for providing exceptional customer service and driving team success
What we offer
At iOPEX Technologies Philippines Inc.', we are committed to creating a supportive and rewarding work environment for our employees. As an Operations Team Leader - CSR, you can expect competitive compensation, opportunities for professional development, and a range of employee benefits, including health insurance, retirement plans, and generous leave entitlements.Our focus on work-life balance and employee well-being ensures that you can thrive both professionally and personally.
About us
iOPEX Technologies Philippines Inc.' is a leading provider of business process outsourcing (BPO) services, specialising in customer service, technical support, and back-office operations. With a strong presence in the Philippines and a commitment to excellence, we partner with global organisations to deliver innovative solutions that drive business success.Our diverse and talented team of professionals are the backbone of our organisation, and we are dedicated to fostering a culture of growth, collaboration, and continuous improvement.
Apply now to join our dynamic team as an Operations Team Leader - CSR and play a key role in shaping the customer experience for our clients.