job description
Join IBEX Global Solutions as a Team Manager in Telecommunications and lead a high-performing team in the vibrant heart of Bali. This role offers a unique opportunity to drive operational excellence, foster team growth, and deliver exceptional customer service in the dynamic telecom sector.
As a Team Manager, you will oversee daily operations, ensuring your team meets and exceeds performance targets while maintaining a motivating and collaborative work environment. Your leadership will be pivotal in enhancing customer satisfaction, optimizing processes, and contributing to the strategic goals of the organization.
Based in one of Baliâs most sought-after locationsâwhether itâs the creative hub of Canggu, the cultural center of Ubud, or the bustling city of Denpasarâyouâll enjoy a work-life balance like no other, surrounded by inspiration and opportunity.
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 improvement strategies as needed.
- Develop and execute training programs to enhance team skills and product knowledge.
- Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
- Handle escalated customer inquiries and resolve complex issues with a focus on satisfaction.
- 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 culture that promotes engagement and retention.
Qualifications
- Bachelorâs degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in a leadership role within a call center or customer service environment, preferably in telecommunications.
- Proven track record of managing teams and achieving performance targets.
- Strong communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Fluency in English; additional languages are a plus.
- Experience in process improvement and lean management is highly desirable.