job description
Join IBEX Global Solutions as a Team Manager and lead a dynamic customer service team in delivering exceptional service levels. Based in beautiful Bali, this role offers the opportunity to drive operational excellence while enjoying a vibrant work-life balance in one of the world's most sought-after destinations.
As a Team Manager, you will oversee day-to-day operations, mentor team members, and ensure client satisfaction through strategic leadership. This position is ideal for a results-driven professional with a passion for customer service and team development.
IBEX Global Solutions is a leading provider of customer experience solutions, committed to innovation and employee growth. Enjoy competitive compensation, career advancement opportunities, and the chance to work in a collaborative, multicultural environment.
Responsibility
- Lead and motivate a team of customer service representatives to achieve performance targets and service level agreements (SLAs).
- Monitor and analyze team performance metrics, providing coaching and feedback to enhance productivity and quality.
- Develop and implement strategies to improve customer satisfaction and operational efficiency.
- Collaborate with cross-functional teams to resolve escalated issues and ensure seamless service delivery.
- Conduct regular team meetings, training sessions, and performance reviews to foster professional growth.
- Ensure compliance with company policies, procedures, and industry regulations.
- Prepare and present performance reports to senior management, highlighting key insights and recommendations.
- Promote a positive and inclusive work culture that aligns with IBEX Global Solutions' values.
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 meeting and exceeding performance targets in a fast-paced environment.
- Excellent communication, leadership, and interpersonal skills.
- Strong analytical and problem-solving abilities, with a focus on data-driven decision-making.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work flexible hours, including weekends and holidays, as needed.
- Fluency in English; additional languages are a plus.