Job Description
Join ApexConnect Solutions, a global BPO leader revolutionizing customer experiences. We're seeking dynamic Customer Service Excellence Leads to drive innovation in our Manila operations. Enjoy competitive compensation, comprehensive benefits, and a culture where your growth matters. Be part of a team that values integrity, collaboration, and excellence.
Responsibilities
- Lead and mentor 8-12 customer service representatives to achieve performance targets
- Monitor and optimize call center KPIs (CSAT, FCR, AHT)
- Develop and implement process improvements for service delivery
- Handle escalated customer inquiries with advanced problem-solving skills
- Conduct regular coaching sessions and performance reviews
- Collaborate with training teams to enhance service quality
Qualifications
- Bachelor's degree in Business, Communications, or related field
- 3+ years in BPO/call center leadership role
- Proven track record in improving customer satisfaction metrics
- Advanced proficiency in CRM systems (Salesforce, Zendesk)
- Exceptional communication and conflict resolution abilities
- Experience with quality assurance methodologies
- Fluent in English and Filipino