Team Leader

4 weeks ago

Zamboanga City, Philippines Reliasourcing Full time

Monitor, manage and maintain a high level of service and ensure performance standards are being achieved. Generate and communicate monthly statistical and operational reports. Handles performance management, disciplinary procedures, attendance management and schedule adherence. Build and maintain a positive working culture. Handling escalated complaints and queries. Ensure company policies and procedures are adhered to at all times.

Duties and Responsibilities:
  • Making sure the department provides a wide variety of information to customers, i.e., promotions, offer, rates, minor technical assistance and order related concerns regarding products of Asiapro.
  • Report to Managers of any (misdemeanour; minor; major) violations.
  • Making reports of the daily performances
  • Supports the knowledge of agents.
  • Determine problem areas that arise on the Shift and escalate to the Department manager.
  • Monitor performance and progress of team for strengths and weaknesses to ensure proper procedures, policies, and expectations are followed according to the needs of the business.
  • Distribute information and ensure effective communication while maintaining a clear communication of process and procedures pertaining to emails and calls concern.
  • Develop and perform Quality Assurance/Quality Control in one of the following areas: performing audits to quality system standards such as emails and calls to assess the compliance to such systems, planning training in necessary fields, coaching, directing, and providing accurate solutions support for testing and design for CSR’s
  • Motivate and encourage their teams to perform and exceed management’s expectations and targets.
  • Maintain and follow up a line of communication escalated issues between the Departments.
  • Develop own resources and utilizes creative resolutions to resolve problems.
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

  • Minimum of two (2) years of college education.
  • With at least two (2) years experience in customer service preferably gained from a call center or any business process outsourcing (BPO) company.

Language Skills:

  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
  • Ability to read, analyze and interpret general data reports, manuals, technical procedures, etc.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

  • Ability to apply basic math concepts.

Reasoning Ability:

  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills:

To perform the job successfully, an individual should have a basic knowledge on:

  • Internet navigation and operations.
  • Microsoft Office applications.
  • Typing proficiency of at least 40-60 words per minute.
  • Other programs required by the account / system.
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