Team Leader - Taguig
Team Leader - Taguig
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Team Leader (Financial/Customer Service) - BGC TAGUIG
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
Summary/Description:
- Manage a team of CSR associates in BPO operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
- The role will also require the individual to motivate mentor coach and groom the team.
- Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
General Knowledge & Skills:
- Knowledge of Customer care operations
- Experience in managing teams
- Able to coach mentor motivate and interact with people
- Excellent verbal and written communications
- Strong decision making and analytical ability
- Demonstrate patience passion for problem solving ability to use knowledge bases tools
Key requirements:
- Minimum experience of 4 years with customer service in the BPO/BPM industry
- Bachelors degree in any course
- A minimum of 3 years in the role of a Team Leader MUST HAVE HANDLED A TEAM OF AGENTS DOING VOICE OR INBOUND CALLS.
- Willingness to work in rotational shifts
- Amenable to work in shifting schedules.
- Amenable to work ONSITE (TAGUIG).
- Able to start ASAP
Job Responsibilities:
- Effectively manage teams including tasks such as resource planning career planning performance management attrition management etc.
- Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
- Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
- Regularly formulate and execute internal and external governance
- Effectively handle client escalations and formulate actions to resolve any concerns
- Work with the operations managers to obtain necessary resources like training and support for the teams requirements
- Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
- Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
- Familiarize the team with the latest process update and changes team and individual targets
- Identify process improvement ideas mentor team members on implementing improvement ideas/Six sigma/lean projects
Employment Type
Full Time
