Team Leader for Awesome CX by Transcom

Supervisors/Team Leaders (Call Centre & Customer Service)

Team Leader for Awesome CX by Transcom - Davao City

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team Be a TEAM LEADER for our Awesome CX by Transcom Davaosite. This role will focus on leading the day–to-day planning, operation and problem solving of a team to meet with the required service level components, standards, and client targets; offer creative solutions; to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer focused agents.

Join our Awesome CX by Transcom Family as a Team Leader

• Provides help to management, including hiring and training, and keeps management/client updated on team performance
• Be the team's point person for any process or policy inquiries
• Advise agent's on unique customer tickets that require more intricate details and solutions within the response in person real- time coaching & QC.
• Take on tickets and work alongside team to drive activity by leading by example.
• Have a pulse on customer sentiment through taking on tickets and communicating/gathering feedback from teammates.
• Work in customer to understand backlogs and volume trends to escalate any unusual activity, forward to HQ and identify solutions/collaborate to identify solutions. Work with the team to execute those solutions.
• Daily check ins on CSAT and first response time at an agent level
• Daily check in on inbox at an agent level.
• Contingency: If the queue/ volume is high – should prioritize the inbox and ensure to address their inquiries versus lean days where he can do development and coaching to MHN (most help needed) reps.

Responsibilities – Accounting Support that includes:

• Accounting process such as accounts payable support, invoice management, basic reconciliation, and other.
• Sales support such as order intake, customer support, and customer relationship management (CRM) system data entry.
• Receive telephone calls from customers and vendors on basic accounting and sales related topics.

Responsibilities – Management of Customer & Consumer Service Support:

• Responding to customer and consumer messages sent to our help desk via email or social media direct message within our CXM platform (Gorgias). Tagging and routing tickets based upon segmentation, contributing to knowledge base repository
• Working with Business Operations Team lead to monitor: time & number of touches for ticket resolution, # of tickets per agent, CSAT rating, and weekly audits / coaching sessions.
• Monitoring and responding to consumer engagement on social media posts (future).

What we are looking for:

To be successful in this role you must...

• 1 year of experience in a call center environment, preferably with some experience in a leadership or supervisory role.
• Time Management and Organization: Strong organizational skills and the ability to manage multiple tasks, priorities, and deadlines effectively.
• Problem-Solving Abilities: The ability to quickly identify and address issues or challenges that arise within the team or with customers, using critical thinking and problem-solving skills.
• Teamwork and Collaboration: A team-oriented mindset with the ability to collaborate effectively with other team leaders, managers, and departments to achieve common goals.
• Flexibility and Adaptability: The capacity to adapt to changing priorities, processes, and business needs in a fast-paced call center environment.
• Knowledge of Call Center Processes: A solid understanding of call center processes, procedures, and metrics, such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT).
• Technical Skills: Proficiency with call center software and tools, such as customer relationship management (CRM) systems, workforce management software, and quality monitoring tools.

Candidate background

• Ideally, candidate has experience using and building automation tools (e.g. scripting languages such as python or R, advanced knowledge of Google Sheets / MS excel data transformations such as vlookup, index match, sort/filter/unique, sumifs, averageifs, and use of array formulas)
• Inventory Management and procurement experience is a plus.
• Bachelors or Associates degree or equivalent professional experience; minimum 2 years of professional experience working in customer service, accounting, or sales operations back-office support. Collaborative service-oriented mindset with a bias for action.
• Comfort with structured data sets and categorizing unstructured data by structured property fields; understanding of data validation protocols. Strong analytical skillset.

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn't equal perks We've got great amenities, suited to every need. You'll be hard pressed to find a company that doesn't say they have great culture, so what makes us different?

At Awesome CX by Transcom, we want to take care of our greatest assets, our people We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is "good vibes". We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of "Keeping It Real" we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other's differences, whether that is by honoring a cultural holiday or celebrating Pride month

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is "Do the right thing". We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder After all, what's life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom's cool-ture.

Work doesn't have to be boring... We bring the fun to the workplace...

• Life size chess board
• Dance and yoga studio
• Pingpong tables
• Cafes

Our teams are more like family. That's in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there's so much we have to offer to bond our team together.

Year end party - honestly, we can't even explain it. You'd have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they're welcome. Just think about it - bring your dog to work every day, everyday

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members' birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We are 30,000 customer experience specialists at 69 contact centers across 26 countries, delivering services in 33 languages to international brands in various industry verticals.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients' business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Iloilo, Bacolod and Davao.

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We are 30,000 customer experience specialists at 69 contact centers across 26 countries, delivering services in 33 languages to international brands in various industry verticals.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients' business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Iloilo, Bacolod and Davao.

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Perks and benefits

Medical

Miscellaneous allowance

Education support

Loans

Sports (e.g. Gym)

Parking

Vision

Child Care Center, Scholarship Program, Retirement

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