job description
Are you a natural leader with a passion for customer service excellence? Converge ICT Solutions is seeking a highly motivated and results-oriented Business Center Representative to join our team in Valenzuela City. In this pivotal role, you will be the face of our business center, responsible for overseeing daily operations and ensuring that every customer interaction reflects our commitment to high-quality connectivity and service.
You will play a critical role in managing the facility, driving performance metrics, and fostering a collaborative environment for your staff. We are looking for someone who excels in fast-paced environments, possesses excellent interpersonal skills, and has a proven track record of leading teams toward operational success. If you are ready to advance your career with a premier telecommunications provider in the Philippines, we encourage you to apply today.
Responsibility
- Oversee the comprehensive day-to-day operations of the business center to ensure maximum efficiency.
- Lead, coach, and mentor staff members to elevate performance and achieve key service benchmarks.
- Monitor team productivity, handling escalations and providing real-time support to resolve customer concerns.
- Maintain high standards of facility presentation and operational compliance with company protocols.
- Analyze daily service metrics and generate reports to identify areas for operational improvement.
- Ensure that all staff are fully trained on current product offerings, promotional campaigns, and technical support procedures.
- Collaborate with regional management to implement new business strategies and improve customer experience scores.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 2-3 years of experience in a supervisory or team lead role within a retail, BPO, or customer service environment.
- Strong leadership skills with the ability to motivate and manage diverse teams effectively.
- Excellent verbal and written communication skills in English and Filipino.
- Proficiency in MS Office Suite and data reporting tools.
- Ability to remain calm under pressure and resolve complex customer service issues with empathy and professionalism.
- Must be willing to work flexible shifts, including weekends and holidays as required.