Operations/Team Lead (BPO) - For future opening
CGI Group, Inc.
Pasig, Pasig, Philippines
4d ago

Position Description

The Operations Lead is responsible for the seamless delivery of operational requirements as defined in the Service Level Agreements.

The resource highly motivates, drives and supports the contact center operations, ensuring that all interactions / transactions are dealt with promptly and accordingly to achieve the satisfaction of the customers.

Your future duties and responsibilities

Monitors and evaluates team members' day-to-day performance, provides learning or coaching opportunities, and takes corrective action when necessary

Assists in the development and implementation of processes / systems to monitor and record employees

Prepares coaching and feedback forms for members

Conducts meetings to keep the team updated with the current trends in the program and / or the company

Assists team members regarding employment concerns or grievances and observes proper escalation procedures

Participates in the recruitment and selection process of new hires and company-initiated activities

Ensures members understand and comply with contact center objectives, performance standards, and policies

Works with supervisors and the management team to support members and maximize customer satisfaction

Prepares reports and analyzes data to assist management as they determine contact center goals

Identifies operational issues and suggests possible areas of improvement

Participates in special tasks and performs other duties as assigned

Required qualifications to be successful in this role

Bachelor's / College Degree in any field

Exposure / Experience to the following are good advantages :

o Contact Center Operations

o Customer Service Delivery

o Supervisory / Leadership Role

Exceptional verbal and written communication skills in English

Quick and Strong understanding of company products, policies, and services

Ability to coach, train, and motivate members and evaluate their performance

Excellent problem solving, leadership, and customer service skills

Proficient in MS office application

Keen attention to detail.

With Good Facilitation and Mentoring Skills

Good interpersonal skills (empathy, verbal agility, etc.)

Efficient in time management to perform all necessary deliverables

Must have internet at home - at least 5MBPS fixed line internet (DSL, Fiber, Broadband)

  • Leadership
  • Customer Service & Support
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