Team Leader, IT Support (IT Solutions experience)
Summary
Leads an IT support/contact-center team in Makati City: coaching and developing agents, monitoring SLAs, attendance, and performance stats, handling escalations, and reporting on operations. Requires contact-center team-leader experience and IT Solutions exposure.
The Team Leader will be responsible to provide professional customer service of the highest level. Ensures that the team is performing the desired service levels and standard. Handle and resolve customer complaint. Take assistance with the duties of Operations Manager.
Basic Qualifications & Requirements:
Must possess at least a bachelor’s degree or relevant work experience.
At least 2 years’ experience within a contact center environment as a Team Leader.
Major Requirements & Responsibilities:
Strong communication skills, both written and oral
Able to influence the actions and opinions of others in a desired direction
Efficient monitoring of team’s statistics in compliance with the programs’ requirements
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Team management experience
Experience within customer services
Creative thinking
Key Responsibilities:
Lead, motivate, coach, and develop team members.
Conduct regular 1-to-1s, team meetings, and performance reviews.
Manage daily operations, priorities, risks, SLAs, and business targets.
Monitor attendance, retention, productivity, and customer satisfaction.
Maintain training and development plans and identify employee development needs.
Apply performance management and disciplinary procedures fairly and consistently.
Prepare and present operational reports, performance data, and trend analysis.
Identify process improvements, operational risks, and opportunities for greater efficiency.
Support the Operations Supervisor and Service Delivery Manager in achieving business objectives.
Promote a strong performance-driven and customer-focused culture.
Ensure team members understand how their roles contribute to departmental goals.
Stay informed about industry changes and communicate relevant updates to the team.
Participate in recruitment and selection of team members.
Manage operations within agreed budgets, service levels, and targets.
Escalate operational issues appropriately to senior management.