Team Lead (Voice Account) | with 21K Signing Bonus
Summary
Leads a team of inbound customer service reps handling voice accounts, monitors performance, and ensures client compliance while coaching agents and addressing escalations.
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Team Lead to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Team Management
- Supervise and support a team of inbound customer service representatives.
- Monitor daily attendance, schedule adherence, and productivity.
- Conduct regular coaching sessions, performance reviews, and one-on-one meetings.
- Motivate team members to achieve individual and team goals.
- Address employee concerns and escalate issues when necessary.
Operations Support
- Ensure team compliance with company policies, client requirements, and security standards.
- Manage real-time floor support and assist agents with escalated customer concerns
- Participate in client meetings and provide operational updates.
Requirements
- 1 - 2 year BPO experience in a Voice Account
- At least 6 months team lead/supervisory experience
- Excellent verbal and written English skills
- Ability to multitask (taking calls and responding to emails)
- Organized and keen to details
- Willing to work in Shaw, Mandaluyong (Preferably residing near or within Mandaluyong)
- Amenable working night shifts
Benefits
What can we offer you?
- Competitive salary and benefits
- Health Insurance with free dependents*
- 10%-night differential
- Attendance Bonus
- Paid time off
- Convertible to cash leave credits
- Performance Appraisal
- Work-life balance
- A focus on growing your career path with us
- We encourage you to follow your passions and learn new skills
Our commitment to you
- Strong culture and values-driven leadership
- We create opportunities for you to learn and grow at any stage of your career
- Continuous learning and innovation
- We foster an all inclusive environment where everyone thrives
As published by workable
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- This position requires you to work onsite in Mandaluyong. Please confirm your acknowledgement on this work setup. yes / no
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