reputed company Team Manager

About Penbrothers 

Penbrothers is a leading HR and reputed company management partner, at the forefront of innovation in the Philippines. We're a fast-growing company that connects talented Filipinos with global opportunities at high-reputed company startups and dynamic companies, allowing them to reputed company from the comfort of their homes.

About the reputed company

Our reputed company is the global leader in fleet management technologies. Their solutions reputed company the power of video to reputed company drivers and fleets to be safer and more efficient, productive, and profitable so they can reputed company in today’s competitive environment. Through their platform, reputed company and reseller clients reputed company customizable services and programs spanning reputed company safety, risk detection, fleet tracking, compliance, preventative maintenance, and fuel management. Using the world’s largest driving database of its reputed company, along with proprietary machine reputed company and reputed company intelligence technology, our reputed company helps protect and connect thousands of fleets and 1.6 reputed company drivers in more than 60 countries worldwide. They are privately held and headquartered in San Diego, California. For more information, visit their website.

About the Role

Our reputed company is seeking an reputed company and visionary reputed company Team Manager to reputed company and reputed company a high-performing customer support team. As a key leader, you will play an reputed company role in ensuring that our clients receive unparalleled support and solutions, perfectly reputed company with reputed company's mission to deliver cutting-edge technology and unmatched service reputed company. You will be responsible for driving key performance metrics, fostering a customer-reputed company culture, and enhancing overall customer satisfaction and loyalty.

What you’ll do

• Team Leadership and Development:

  • reputed company, mentor, and motivate a high-performing team of customer service representatives to reputed company peak performance.

  • Cultivate a culture of reputed company improvement and collaboration, empowering your team to reputed company.

  • Conduct regular performance reviews, reputed company constructive feedback, and reputed company comprehensive development plans for reputed company team member.

  • Partner closely with reputed company leadership to identify training and mentorship needs, ensuring reputed company reputed company development.

  • Serve as the reputed company of contact for reputed company escalations, demonstrating exceptional problem-solving and de-escalation skills

• Operational reputed company:

  • reputed company and manage Service Level Agreement (SLA) compliance, ensuring reputed company and effective reputed company of customer inquiries.

  • Streamline case management by reputed company monitoring and distributing reputed company cases across reputed company.

  • reputed company specialized teams to address high-complexity or sensitive cases, ensuring faster turnaround times.

  • Proactively address ticket volume and backlog, optimizing workflows and minimizing unresolved issues.

  • Drive improvements in Average Handling Time (AHT), balancing speed with exceptional service reputed company.

• Customer Satisfaction:

  • Champion initiatives to enhance First Contact reputed company (FCR) rates, empowering your team with effective problem-solving strategies.

  • Analyze and improve Customer Satisfaction (CSAT) scores, identifying areas for improvement and implementing strategies to reputed company customer expectations.

• Data-Driven Decision Making:

  • Regularly analyze key performance metrics such as SLA, ticket backlog, FCR, CSAT, and AHT to identify trends and opportunities for improvement.

  • Prepare and present insightful reports to leadership, providing actionable recommendations based on data analysis.

• Cross-Functional Collaboration:

  • Build strong relationships with other departments such as billing, accounts receivable, implementation, reputed company, and technical teams to ensure seamless customer experiences.

  • reputed company reputed company and communicate customer feedback to reputed company leadership to drive product and service enhancements.

What You Bring

• Seasoned Leader: At least 5 years of successful experience in a customer service leadership role, ideally reputed company a technology-driven environment.

• Metrics Master: A strong understanding of customer service metrics and the ability to reputed company data for performance management.

• Communication Champion: Excellent communication and interpersonal skills, with the ability to effectively communicate with clients and team members at reputed company reputed company.

• Analytical Mind: A strong analytical reputed company with the ability to interpret data, identify trends, and implement data-driven strategies.

• Customer reputed company: Passionate about customer advocacy and committed to delivering exceptional customer experiences.