job description
Join IBEX Global Solutions as a Team Manager and lead a dynamic customer service team in delivering exceptional service and driving operational excellence. Based in the vibrant locations of Bali, this role offers a unique opportunity to inspire and manage a high-performing team while fostering a culture of collaboration and continuous improvement.
As a Team Manager, you will be responsible for overseeing daily operations, ensuring service level agreements (SLAs) are met, and driving team performance to exceed client expectations. Your leadership will be pivotal in motivating team members, resolving escalations, and implementing strategies to enhance customer satisfaction and operational efficiency.
This role is ideal for a results-driven leader with a passion for customer service and team development. If you thrive in a fast-paced environment and are committed to achieving excellence, we invite you to apply and become part of our global team.
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 to enhance productivity.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Handle escalated customer issues and provide effective resolutions.
- Develop and implement strategies to improve customer satisfaction and operational efficiency.
- Conduct regular team meetings and training sessions to foster skill development.
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Prepare and present performance reports to senior management.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in a leadership role within a customer service or call center environment.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to motivate and inspire team members to achieve their best performance.
- Proficiency in using customer service software and tools.
- Excellent organizational and time management skills.
- Familiarity with performance metrics and KPIs.
- Willingness to work in a hybrid or remote setup based in Bali.