Customer Service Team Lead For Bpo

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Customer Service Team Lead Local Account

Pasig, Palawan Transec BPO Solutions Inc.

Posted today

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Job Description

WHY JOIN OUR TRANSEC TEAM?

  • Represent one of the top leading brands in PH
  • Great working environment with a tight-knit team
  • Fixed work schedule

NOTE: This is for a local account.

If you\'re passionate and excellent in bringing out the best in other people, come and join us as our Customer Service Team Lead .

JOB OBJECTIVE

To provide leadership, coaching, support, and guidance to a team of Customer Service Associates in exceeding performance metrics.

ESSENTIAL JOB FUNCTIONS
  • Manage team performance by listening to recordings, utilizing the QA scorecard, provide coaching and feedback, counselling and mentoring, and delegation of task whenever necessary.
  • Communicate to the team any new requirements, changes and/or updates regarding the account or company-related information.
  • Manage workforce to meet the productivity goals and ensure the team\'s excellence.
  • Supervise the team’s overall attendance and behavior to ensure compliance with our Employee Code of Conduct.
  • Responsible for handling complaints and taking escalation calls to resolve customer concerns.
  • Create and submit reports to the client.
  • Train and conduct certification exams of new Customer Service Associates through the use of training materials provided.
SKILLS & QUALIFICATIONS
  • Bachelor’s/College Degree in any field is highly preferred; must have undergone 2nd year of college level.
  • At least 1 year of experience in a call center environment as a Supervisor or equivalent role preferably in the field of customer service.
  • Superior customer service.
  • Analytical ability to decipher statistics and translate to reports.
  • High level of interpersonal, organizational, coaching & multi-tasking skills.
  • High reliability & accountability.
  • Good communication skills, both written and oral for both English and Filipino.
Job Types

Full-time, Permanent

Schedule
  • Day shift
Education

Bachelor\'s (preferred)

Experience

Customer Service Team Lead: 1 year (preferred)

Language

English (preferred)

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