Account Team Leader (On-site)

QUALIFICATIONS:

• With at least 2 years of experience as a Team Leader
• Should have finished at least 2 years in college or equivalent
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Works well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• Willing to work a flexible schedule
• Able to work onsite

RESPONSIBILITIES:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
• Participate in the development and presentation of proposals for business development.
• Balance the needs of key stakeholders and ensure the team they are involved with are aware of the combined end goals.
• Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
• Efficiently coach associates in meeting the metrics
• Manage team attrition

Job Type: Full-time

Pay: Php30,000.00 - Php35,000.00 per month

Benefits:

• Health insurance

Ability to commute/relocate:

• Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• College Level / Bachelor's Degree Holder

Experience:

• Team Lead: 1 year (Required)

Work Location: In person