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: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you amenable in working on a permanent night shift?
- What is your expected salary?
Experience:
- Team Lead: 1 year (Required)
Work Location: In person
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