Job Qualifications
- Strong background in client relationship management
- Experience in Customer Service, Back Office, Voice, Email, Chat, and Technical Support
- Solid foundation in handling both voice and non-voice accounts
- At least two (2) years of supervisory experience in the BPO industry
- Proven track record of achieving operational and performance goals
- Strong leadership, coaching, and team-building capabilities
- Excellent verbal and written communication skills
- Ability to motivate, engage, and inspire team members
- Strong problem-solving and critical thinking skills
- Excellent organizational and time management skills
Job Responsibilities
- Lead and manage day-to-day operations by directing, planning, supervising, and evaluating the performance of assigned teams
- Coordinate workflow to meet operational targets and volume requirements
- Plan and execute employee engagement, rewards, and recognition initiatives to drive performance and reduce attrition
- Develop team members through leadership assessment, coaching, training, and career planning; provide input on hiring decisions
- Monitor cluster performance against established standards and provide regular feedback to Supervisors and Associates
- Prepare fair, accurate, and comprehensive performance evaluations
- Ensure achievement of business goals and coordinate with cross-functional teams to align processes and minimize revenue loss
- Build strong working relationships and communicate key issues within the department or business unit
- Identify operational improvement opportunities and lead process improvement initiatives to enhance service quality and accuracy
- Manage conflicts using appropriate tools and handle operational concerns and special projects within scope
- Ensure compliance with departmental, business unit, and regulatory standards and practices
- Manage resources and expenses in accordance with financial guidelines and company policies
- Perform other duties as assigned from time to time