job description
Join IBEX Global Solutions as a Customer Service Team Manager in the vibrant heart of Bali! This is your opportunity to lead a dynamic team in delivering exceptional customer experiences while driving operational excellence in one of the world’s most sought-after work destinations.
As a Team Manager, you will oversee daily operations, mentor and motivate your team, and ensure service levels and performance targets are consistently met. Your leadership will be instrumental in fostering a culture of accountability, collaboration, and continuous improvement. With Bali’s inspiring work-life balance, this role offers the perfect blend of professional growth and personal fulfillment.
If you are a results-driven leader with a passion for customer service and team development, we want to hear from you. Apply today and take the next step in your career with a global leader in customer experience solutions.
Responsibility
- Lead, mentor, and motivate a team of customer service professionals to achieve KPIs and service level agreements (SLAs).
- Monitor and analyze team performance metrics, implementing strategies to improve efficiency and quality.
- Develop and execute training programs to enhance team skills and product knowledge.
- Handle escalated customer inquiries and resolve complex issues to ensure high satisfaction levels.
- Collaborate with cross-functional teams to streamline processes and improve customer experience.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Foster a positive and inclusive work environment that encourages teamwork and innovation.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3 years of experience in a customer service or call center environment, with at least 1 year in a supervisory or managerial role.
- Proven track record of leading teams to meet or exceed performance targets.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical abilities with experience in performance metrics and reporting.
- Proficiency in CRM systems and Microsoft Office Suite.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Fluency in English (written and verbal) is required; additional languages are a plus.