Call Center Team Lead

3 days ago

Cebu City, Philippines Staff4Me Full time
Responsibilities
  1. Team Management: Supervise and manage a team composed of T1s and T2s, including performance evaluations, productivity monitoring, and adherence to company policies.
  2. Performance Monitoring: Track and evaluate individual and team performance metrics such as quality evaluations, KPI metrics, and COC compliance.
  3. Coaching and Training: Provide ongoing coaching, training, and development opportunities to enhance team members' skills and knowledge.
  4. Ticket/Task Management: Assign tickets and new tasks based on team members' skills and workload capacity. Spearhead the monitoring of assigned tickets to ensure targets are met.
  5. Quality Assurance: Conduct regular quality audits for both calls and tickets to ensure adherence to standards and identify areas for improvement.
  6. Call Escalations: Handle complex customer issues and escalations, ensuring timely and effective resolution.
  7. Process Improvement: Identify and suggest process improvements.
  8. Reporting: Prepare and present regular reports on team performance, challenges, and achievements to supervisor and account manager.
Minimum Requirements
  • Minimum of 1 year experience as Tier 2 TSE.
  • Mastery of network equipment such as APs, switches, and gateways.
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