Team Lead - Telco Sales and Fulfillment
Team Lead - Telco Sales and Fulfillment
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Salary Not Disclosed
1 Vacancy
Job Description
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
Requirements:
- Minimum experience of 4 years with customer service in the BPO/BPM industry
- Preferably with Telco Sales background
- 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
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
Employment Type
Full Time
