job description
Join IBEX Global Solutions as a Team Leader - Engagement Lead in beautiful Bali! In this dynamic role, you will lead and inspire a high-performing team to deliver exceptional customer service and drive operational excellence. As the Engagement Lead, you will be responsible for managing team performance, fostering a positive work environment, and ensuring client satisfaction. This is a fantastic opportunity to advance your career in a global company while enjoying the vibrant culture and lifestyle of Bali.
At IBEX, we value leadership, innovation, and collaboration. If you are a motivated professional with a passion for team development and customer engagement, we want to hear from you!
Responsibility
- Lead and manage a team of customer service representatives to achieve performance targets and KPIs.
- Monitor and evaluate team performance, providing constructive feedback and coaching.
- Develop and implement strategies to enhance customer engagement and satisfaction.
- Collaborate with cross-functional teams to ensure seamless service delivery.
- Conduct regular team meetings and training sessions to improve skills and knowledge.
- Resolve escalated customer issues and ensure timely resolution.
- Prepare and present performance reports to senior management.
- Foster a positive and inclusive team culture that promotes collaboration and innovation.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in a leadership role within a call center or customer service environment.
- Strong communication and interpersonal skills.
- Excellent problem-solving and decision-making abilities.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced and dynamic environment.
- Fluency in English; additional languages are a plus.
- Willingness to relocate to Bali or already based in the region.