[ref. z03376721] Customer care Team Manager

Job Description

We seek an experienced Customer Care Team Manager with a strong background in BPO environments, who can lead a team of customer care professionals to deliver outstanding customer service. The ideal candidate will have extensive calling experience, excellent communication skills, and the ability to handle complex customer queries while motivating and managing a team to meet and exceed targets.

• Lead, manage, and motivate a team of customer care representatives in a BPO setting.
• Oversee day-to-day operations, ensuring that calls are answered promptly, accurately, and professionally.
• Monitor team performance, provide regular feedback, and conduct performance appraisals.
• Train and coach team members on effective communication, customer handling techniques, and troubleshooting.
• Ensure customer satisfaction through effective problem resolution, adherence to quality standards, and timely responses.
• Manage call queues, handle escalations, and ensure effective issue resolution within the defined service level agreements (SLAs).
• Maintain records of team performance metrics, report to senior management, and implement improvement initiatives.
• Continuously assess and improve team performance and operational processes

• Experience: Minimum of 3-5 years of experience in a customer care role, with at least 2 years in a managerial or supervisory position in a BPO.
• Communication: Excellent verbal and written communication skills; ability to communicate clearly and effectively with customers and internal stakeholders.
• Customer Service Expertise: Proven experience in customer service, including handling high call volumes and managing difficult or escalated customer queries.
• Leadership Skills: Strong team management skills, with experience in coaching, training, and motivating a team.
• Problem-Solving: Ability to handle complex customer issues, resolve conflicts, and think critically under pressure.
• Technical Skills: Familiarity with BPO call center software and customer management systems (CRM).
• Education: A Bachelor's degree or equivalent is preferred.
• Personality: Positive, solution-oriented attitude with a passion for delivering exceptional customer service.

• Ability to analyze and interpret data to improve customer service strategies.
• Experience in quality assurance and performance management.
• Flexibility to adapt to changing business needs and processes.

Skills: problem-solving,customer service,customer management systems (crm),data analysis,performance management,communication skills,coaching,team management,customer,bpo,bpo call center software,team performance,communication,customer care