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Cebu City

    BPO Supervisor/Team Leader - Cebu City, Pilipinas - ACCPRO INTERNATIONAL

    ACCPRO INTERNATIONAL
    ACCPRO INTERNATIONAL Cebu City, Pilipinas

    2 araw ang nakalipas

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    Buong oras
    Paglalarawan
    BPO Supervisor/ Team Leader Work Set-up: On-site Schedule: 8:00 am to 5 pm EST (during the first month 10:00 am to 5:00 pm EST)

    Work Location:

    Cebu Responsibilities:

    • Manage and supervise a team of call center agents.
    • Set clear performance goals and objectives for the team and monitor progress.
    • Provide coaching, mentoring, and training to improve individual and team performance.
    • Handle escalated customer inquiries and complaints in a professional and timely manner.
    • Monitor call queues and ensure that calls are answered promptly and efficiently.
    • Analyze call center data and metrics to identify areas for improvement and implement solutions.
    • Maintain a positive and motivating work environment that encourages teamwork and collaboration.
    • Develop and implement policies and procedures to enhance the efficiency and effectiveness of the call center operations.
    • Conduct regular performance evaluations and provide feedback to team members

    Requirements:

    • Bachelor's degree or equivalent work experience.
    • Proven experience in a call center environment, with at least 3 of experience in a supervisory role.
    • Excellent communication and interpersonal skills.
    • Strong leadership and decision-making abilities.
    • Ability to multitask and prioritize in a fast-paced environment.
    • Proficiency in call center softwares and Google Suite.
    • Experience with performance management and coaching.
    • Sales/Appointment setting background is a plus.
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