Customer Care Team Leader (BPO)

Job Description: We are seeking a highly motivated and experienced Customer Care Team Leader to join our BPO company, RayaCX. As a Team Leader, you will be responsible for leading and managing a team of customer care representatives to ensure the highest level of customer satisfaction. Key Responsibilities: - Lead and manage a team of customer care representatives to meet and exceed performance targets - Monitor team performance and provide regular feedback and coaching to improve productivity and quality of service - Handle escalated customer inquiries and complaints in a timely and professional manner - Train and onboard new team members, ensuring they are equipped with the necessary skills and knowledge to provide excellent customer service - Develop and implement strategies to improve customer satisfaction and retention - Collaborate with other departments to ensure smooth operation and resolution of customer issues - Conduct regular team meetings to discuss performance, goals, and updates - Prepare and analyze reports on team and individual performance metrics - Stay updated on industry trends and best practices to continuously improve the customer experience Qualifications: - Bachelor's degree in Business Administration, Communication, or a related field - Minimum of 3 years experience in a customer service or call center environment - Proven experience in a leadership or supervisory role - Excellent communication and interpersonal skills - Strong problem-solving and decision-making abilities - Ability to work under pressure and handle multiple tasks simultaneously - Proficient in MS Office and call center software - Knowledge of customer service principles and practices - Ability to motivate and inspire team members to achieve their goals - Experience in the BPO industry is a plus We offer a competitive salary and benefits package, as well as opportunities for growth and development within our company. If you have a passion for delivering exceptional customer service and leading a team to success, we would love to hear from you. Apply now and join our dynamic team at RayaCX as a Customer Care Team Leader.