Team Leader Operations · · Temporarily Remote
Job details
Company Overview: At BrainCX, we are at the forefront of the EmTech Accelerator sector, assisting renowned brands in navigating digital transformation. Through the fusion of Generative AI and Human Intelligence, we redefine customer interactions, with a particular focus on innovation within the automotive industry. Position Summary: As a Team Leader at BrainCX, you will be instrumental in ensuring the success of our contact center operations. You will lead and guide a team of customer service representatives, ensuring smooth operations, high-quality service delivery, and overall client satisfaction. Roles and Responsibilities:
- Lead and supervise a team of customer service representatives, ensuring adherence to company policies, procedures, and performance standards.
- Provide ongoing coaching, mentorship, and feedback to team members to enhance their skills and performance.
- Monitor team performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and effectiveness.
- Handle escalated customer inquiries or complaints, providing resolution and ensuring customer satisfaction.
- Collaborate with the Operations Manager to develop and implement operational strategies and goals.
- Assist in recruiting, training, and onboarding new team members.
- Maintain open communication channels within the team and across departments to foster collaboration and problem-solving.
- Conduct regular team meetings to communicate updates, share best practices, and address any challenges or concerns.
- Serve as a point of contact for team members, providing guidance, support, and escalation assistance as needed.
- Ensure compliance with all relevant regulations and company policies.
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a leadership or supervisory position.
- Strong leadership abilities with a proven track record of motivating and developing teams.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with team members, management, and clients.
- Demonstrated ability to manage and prioritize multiple tasks in a fast-paced environment.
- Proficiency in using computer software and systems relevant to the role.
- Strong problem-solving skills and the ability to make sound decisions under pressure.
- A customer-centric mindset with a passion for delivering exceptional service.
- Adaptability and flexibility to respond to changing priorities and business needs.
- A collaborative and team-oriented approach, with the ability to work effectively with diverse teams and individuals.
- Bachelor's degree in business administration, management, or a related field preferred.
- Must utilize a noise-cancelling headset and maintain a quiet work environment.
- Willingness to work night shifts, between 7 PM - 6 AM, Philippines time.
- Availability is required Monday through Sunday, with shifts assigned accordingly.
- Salary ranges from ₱45,000 -₱47,000monthly , with opportunities for bonuses.
- A genuine enthusiasm for the automotive industry is crucial.
- Enjoyment in discussing all aspects of automobiles with customers is a core part of the job.
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