Team Leader

2 weeks ago

Taguig, Philippines TASQ Staffing Solutions Full time

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

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