Team Leader (BPO set-up)

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Motivates a team of Customer Service Associates through performance coaching career planning and setting educational objectives.
Participates in quality calibration and validation sessions.
Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes.
Improves productivity by highlighting deficiencies and recommending change in tools training processes reporting and employee engagement.
Facilitates customer resolution for escalated calls and engage the necessary technical support.
Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
Works with operations manager to ensure operational consistency.
Builds relationship with the operational and technical department management of our key customers.
Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
Delivers and exceeds on all Team performance targets.

Qualifications :

At least 3 years experience as a Team leader in a BPO industry
Must have a good understanding of a services business in a technical support environment Demonstrated expertise in Enterprise level applications servers OS hardware (including phone systems mobile devices etc.).
Experience supporting global high-availability operating environments.
Demonstrated Leadership abilities and be achievement oriented.
Excellent analytical and problem solving skills combined with the ability to provide quick resolution to problem.
Amenable to work on shifting schedule holidays and working onsite

Additional Information :

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.

Recruitment Process: Online HR Interview > Face to Face Interview with the Operations with case study presentation

Remote Work :

Employment Type :

Full-time

Motivates a team of Customer Service Associates through performance coaching career planning and setting educational objectives.Participates in quality calibration and validation sessions.Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes.Improve...

Motivates a team of Customer Service Associates through performance coaching career planning and setting educational objectives.
Participates in quality calibration and validation sessions.
Resolves employee issues and act as the employee advocate when dealing with HR or departmental processes.
Improves productivity by highlighting deficiencies and recommending change in tools training processes reporting and employee engagement.
Facilitates customer resolution for escalated calls and engage the necessary technical support.
Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied
Reports operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans.
Works with operations manager to ensure operational consistency.
Builds relationship with the operational and technical department management of our key customers.
Develops a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts.
Delivers and exceeds on all Team performance targets.

Qualifications :

At least 3 years experience as a Team leader in a BPO industry
Must have a good understanding of a services business in a technical support environment Demonstrated expertise in Enterprise level applications servers OS hardware (including phone systems mobile devices etc.).
Experience supporting global high-availability operating environments.
Demonstrated Leadership abilities and be achievement oriented.
Excellent analytical and problem solving skills combined with the ability to provide quick resolution to problem.
Amenable to work on shifting schedule holidays and working onsite

Additional Information :

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.

Recruitment Process: Online HR Interview > Face to Face Interview with the Operations with case study presentation

Remote Work :

Employment Type :

Full-time

Key Skills

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About Company

Bosch Group

Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more

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