Key Responsibilities
- Lead and supervise a team of customer service agents, providing guidance, support, and mentorship.
- Conduct regular one-on-one meetings and team huddles to review performance, provide feedback, and communicate company updates.
- Motivate the team to achieve individual and team targets, including customer satisfaction scores, average handling time, and quality metrics.
- Monitor and evaluate agent performance through call listening, ticket reviews, and quality audits.
- Identify performance gaps and implement coaching plans to improve skills and efficiency.
- Ensure the team adheres to all company policies, procedures, and service standards for the travel account.
- Handle escalated customer inquiries and complex issues that require a higher level of authority or expertise.
- Work to resolve customer complaints in a timely and professional manner, ensuring a high level of customer satisfaction.
- Serve as a subject matter expert on the travel account's products, services, and booking systems.
- Develop and implement coaching strategies to enhance the team's knowledge and soft skills.
- Create a culture of continuous learning and professional growth within the team.
- Generate and analyze performance reports to track team progress and identify trends.
- Collaborate with senior management to develop and implement strategies for process improvement.
- Manage the team's schedule, including shift rotations, break times, and leave requests.
Qualifications and Requirements
- At least 1-2 years of experience as a Team Leader or Supervisor in a BPO
- Direct experience handling a travel account is highly preferred.
- Strong problem-solving and decision-making abilities.
- Excellent communication skills, both written and verbal, in English
- Solid understanding of customer service metrics and performance management.
- Strong organizational and time management skills.
- Willingness to work on a shifting schedule, weekends, and holidays, to support 24/7 operations.
- This is typically a full-time, on-site position based in Cebu.
Job Types: Full-time, Permanent
Benefits:
- Flextime
- Health insurance
- Opportunities for promotion
Work Location: In person
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