BPO Team Manager - Blended Account (Voice/Email/Chat) - Quezon City

ABOUT US:

We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: https://CEF.inc

JOB DESCRIPTION:

The Team Manager is responsible for managing a team of customer service representatives or agents. This role ensures that the team meets performance targets, provides high-quality service to clients, and adheres to company policies and procedures.

ROLES AND RESPONSIBILITIES:

Team Leadership:

• Supervise, lead, and motivate a team of agents to achieve performance metrics.
• Conduct regular team meetings to communicate updates, expectations, and address concerns.
• Foster a positive work environment that encourages teamwork and personal growth.

Performance Management:

• Monitor individual and team performance against established KPIs (Key Performance Indicators).
• Provide regular feedback, coaching, and performance appraisals to team members.
• Implement performance improvement plans when necessary.

Training and Development:

• Identify training needs and coordinate training sessions for team members.
• Support new hires through the onboarding process and ensure they are adequately trained.
• Encourage continuous learning and development within the team.

Quality Assurance:

• Ensure adherence to quality standards and compliance with company policies.
• Conduct regular quality checks and audits on agent interactions.
• Address and resolve quality issues promptly.

Customer Service:

• Handle escalated customer issues and complaints, providing resolutions in a timely manner.
• Ensure a high level of customer satisfaction and maintain positive client relationships.
• Analyze customer feedback and implement strategies for improvement.

Operational Efficiency:

• Manage daily workflow and adjust staffing levels as needed to meet client demands.
• Collaborate with the Operations Manager to develop and implement process improvements.
• Track and report on team performance metrics and operational outcomes.

Communication:

• Serve as the primary point of contact for team-related matters.
• Maintain open and effective communication channels with team members and management.
• Ensure timely dissemination of information to the team.

Administrative Tasks:

• Maintain accurate records of team performance, attendance, and other relevant data.
• Prepare and submit regular reports to the Operations Manager.
• Assist in the development and implementation of company policies and procedures.

QUALIFICATIONS:

• Must have a strong background in managing voice/email/chat teams within the BPO industry.
• Prior experience in managing high contact volume campaigns (preferred)
• Prior experience in launching or managing a pioneer account is preferred.
• Strong understanding of customer service principles and practices.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to handle high-pressure situations and manage multiple priorities.

OTHER QUALIFICATIONS:

• This role is currently on a work-from-home setup. However, work arrangements may change at any time depending on business needs. Candidates must be open and amenable to possible changes in work location or setup as required by the company.
• To support operational efficiency, including equipment delivery, troubleshooting, and compliance with internal protocols, candidates must be currently residing within Metro Manila and must remain based in Metro Manila for the duration of the employment.