Team Leader - Customer Service (Cebu)
Work Setup: Onsite
Location: Cebu
Qualifications:
- Bachelors Degree
- Minimum of 2 years experience in a Team Leader position is required in a Contact Center / BPO
- Experience in Voice/Chat support in a Contact Center/BPO is required
Principal Responsibilities:
- Responsible for managing a production team of 10-15 agents
- Ensure that the team meet/exceeds all the KPIs on daily/monthly basis. Including absenteeism, CSAT, AHT, Quality etc.
- Motivating associates through effective management, career development & implementation of reporting mechanisms.
- Ensure Coaching and feedback are done and documented on defined intervals. Help in planning goals and objectives for the agents
- Capable of handling client escalations
- Liaison with other departments like MIS and Quality for calibrations and to gather feedback and mold it into qualitative feedback for the agent
- Conducting Team outings, huddles and other RnR activities
- Mentor and assist new entrants in the team
- Review and display the teams and process performance weekly. Review stacks rankings with associates monthly. End of year do the PMS exercise
- Drive Pragati, GB and SS projects in the process
- Take production calls/chats whenever required
Critical Skills Required:
- Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
- Excellent verbal & written communication & presentation skills
- Good Interpersonal & people management skills with good problem solving approach
- Good analytical skills for MIS, number crunching & reporting to internal & external customers
- Ability to exercise managerial judgment and perform as a mentor
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, How did you know about this position?, How many months of BPO experience do you have?, Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1., Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A., What is your highest educational attainment?, What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A., Which location are you residing in? (City of Residence), Which location do you prefer working in?, When is the soonest you are available to start working?, How much was your last monthly compensation package (in PESO)? (i.e. 16000), How much is your expected salary (in PESO)? (i.e. 18000), What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call?