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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in customer service management, with a strong focus on team leadership, coaching, and performance improvement. Proficient in utilizing reporting tools and metrics to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Customer Service ManagementTeam Leadership in BPOCoaching and DevelopmentPerformance ManagementMicrosoft Office Suite Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ExperienceTeam ManagementPerformance Metrics AnalysisCoaching TechniquesContact Center ToolsReporting and DashboardsPlanning and Staffing OptimizationQuality AssuranceTraining DevelopmentVolume Management
Soft Skills
Professional CommunicationTeam BuildingEngagement and SupportCross-Functional CollaborationProblem Solving
Industry Keywords
BPOCall CenterCustomer ExperienceRetail Operations24/7 Environment
About the role
Key responsibilities & impact- Encourage and promote excellent customer service
- Assist and support agents with technology, professional communication, and career development
- Build rapport within the team and uphold service-level metrics
- Lead daily team activities impacting customer experience
- Coach team members, develop poor performers, and inspire top performers
- Provide hands-on guidance to increase team member self-sufficiency and reduce escalations
- Work cross-functionally to optimize planning, staffing, performance management, quality, and training
- Identify customer improvement opportunities and turn them into impactful actions
- Monitor customer experience and lead the team toward success across all metrics
- Manage daily work volumes and transactions accurately and within deadlines
- Conduct team meetings and one-to-one meetings
- Monitor team metrics and assist Team Leadership with coaching
- Encourage team support and engagement
- Partner with peers to build and maintain business goals
- Lead volunteer activities, programs, and initiatives to improve the community
Requirements
What you’ll need- 12 years to 16 years of relevant customer service experience
- At least 3 years of working experience as a team Manager in a BPO or Call Center company
- Experience leading a team with responsibility for daily activities impacting customer experience
- Experience utilizing live and legacy reports, tooling, and systems
- Experience coaching team members at all levels
- Experience improving customer experience cross-functionally across planning, staffing, performance management, quality, and training
- Experience monitoring customer experience using dashboards, reporting, and contact center tools
- Ability to conduct team meetings and 1:1s with associates
- Understanding of metrics and ability to explain volume spikes and outlier issues
- Proficiency in Microsoft Office Suite
- Flexibility to work in a 24/7 environment with rotating weekly time off
- Ability to work permanent night shifts or assigned rotational shifts
- Any graduation
- Minimum 1 year of experience in retail, contact center operations, or a related area
Benefits
Comp & perks- Career growth and development opportunities
- Individual and team recognition
- Customer service and career progression support
- Flexible shift work