Customer Service Team Lead (Taguig) | Onsite

Start Date: August 18

Work Setup: 100% Onsite (BGC Taguig)

Requirements:

• Minimum experience of 4 years with customer service in the BPO/BPM industry
• Bachelors degree in any course or equivalent experience
• A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
• Willingness to work in rotational shifts
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (TAGUIG).
• Able to start ASAP

Responsibilities:

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the teams requirements
• Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects