Team Leader

3 weeks ago

Philippines transcosmos Europe Full time

Team Lead This role is provided by transcosmos Europe. Your actual pay will be based on your skills and experience. Talk with your recruiter to learn more. Base Pay Range The Team Leader is responsible for providing and supporting the day-to-day provision of services and for promoting the technical knowledge and understanding of the End User Helpdesk team in a manner that promotes effective working relationships and aligns with transcosmos Information System's (TCIS) values and objectives. The Team Leader ensures a continually high level of service is provided to customers as set out in TCIS agreements. Key Tasks and Responsibilities Manage day‑to‑day operation of the team Ensure service meets Service Levels and KPIs Monitor and report on performance across channels, the team, and employees Monitor, manage, and continually improve agent performance Contribute to continuous improvement initiatives Maintain quality business relationships with all customers Handle internal and external escalation and complaints Plan, coordinate, and chair regular meetings with employees Provide support to team members by coaching, mentoring, training, and guiding development Participate in recruitment and selection of employees Follow TCIS policies and procedures Promote positive employee behaviors by leading by example Requirements Technical Good working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.) Computer and internet savvy Experience with call/contact center ticketing tools (e.g., Zendesk, Salesforce or similar) Experience with call/contact center call management tools (e.g., Avaya, 8x8 or similar) is advantageous Industry‑specific qualifications (e.g., ITIL) Behavioral Excellent written and verbal communication Excellent personnel management skills Strong decision‑making, sense of ownership, and accountability Flexible, adaptable, and able to work under tight deadlines Creative problem‑solving and effectiveness at all levels Positive and enthusiastic personality and approach to work Willingness to learn new skills and grow with the company Qualifications (Education and/or Experience) Proven experience in data entry and transcription services Customer service experience in a BPO setup is a plus University diploma or equivalent Customer support service management experience in a multinational environment Excellent communicator and personnel management skills Industry‑specific qualifications (e.g., ITIL) Languages Excellent communication skills in English (written and oral) Benefits Competitive compensation package HMO/medical and dental coverage Life insurance Non‑taxable allowances Night differential And much more #J-18808-Ljbffr

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