BPO Supervisor/Team Leader
Cebu, Cebu
Posted 10 days ago
- Company:
- ACCPRO INTERNATIONAL
- Company Description:
- At ACCPRO International, we are dedicated to connecting businesses with exceptional talent by leveraging our extensive network, industry expertise, and cutting-edge recruitment strategies. Talent search and acquisition is our forte and expertise. ACCPRO International has more than 50,000 candidates ready for employment. EXECUTIVE SEARCH We enable culture-fit executive and leadership recruitment by providing the right-fit leader who is an inspiring visionary, and a catalyst of transformation sharing the same values with the organization. CONTINGENCY SEARCH We offer an optimized and success-driven solution to the recruitment of staff level to executive management roles for companies searching for the right-fit candidates.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
Work Set-up: On-site
Schedule: 8:00 am to 5 pm EST (during the first month 10:00 am to 5:00 pm EST)
Work Location: Cebu
Responsibilities:
• Manage and supervise a team of call center agents.
• Set clear performance goals and objectives for the team and monitor progress.
• Provide coaching, mentoring, and training to improve individual and team performance.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Monitor call queues and ensure that calls are answered promptly and efficiently.
• Analyze call center data and metrics to identify areas for improvement and implement solutions.
• Maintain a positive and motivating work environment that encourages teamwork and collaboration.
• Develop and implement policies and procedures to enhance the efficiency and effectiveness of the call center operations.
• Conduct regular performance evaluations and provide feedback to team members.
Requirements:
• Bachelor’s degree or equivalent work experience.
• Proven experience in a call center environment, with at least 3 of experience in a supervisory role.
• Excellent communication and interpersonal skills.
• Strong leadership and decision-making abilities.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in call center softwares and Google Suite.
• Experience with performance management and coaching.
• Sales/Appointment setting background is a plus.