Senior Group Lead

4 days ago

Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

Job DescriptionDeputy ManagerJob Band Level: B3Cebu CityRoles & Responsibilities- Responsible for managing team of TLs.- Responsible for maintaining various matrices defined by the client.- Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs.- Motivating team through effective management, career development & implementation of reporting mechanisms.- Liaison with other areas of the company affecting technical support. One on One Relationship Management.- Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings.- Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift.- Mentor and assist new hires.- Should have patience and not be overawed by difficult situations.- Handle customer complaints and provide resolution for escalated calls.- Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction.- Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information. - Security Management Systems.- Ensure that all company information which includes customer information are kept confidential and secured.Desirable Skills- Graduate of Any Course.- With 4-6 years relevant work experience.- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.- Excellent verbal & written communication & presentation skills.- Good interpersonal and people management skills with good problem solving approach.- Expert knowledge of service procedures.- Good analytical skills for MIS, number crunching & reporting to internal and external customers.- Ability to exercise managerial judgment and perform as a mentor.- Demonstrated customer service skills.- Leadership skills.

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