Team Leader

3 weeks ago

Davao del Sur Philippines Awesome CX by Transcom Full time

Team Leader for Awesome CX by Transcom- Davao Awesome CX by Transcom is looking for talented individuals like you to join our awesome team Be aTeam Leader for our Awesome CX by Transcom Davao site. This role focuses on managing and leading a team of employees. Leading the day–to-day planning, operation and problem-solving of a team to meet with the required service level components, standards, and client targets. Offer creative solutions to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents. Provides help to management, including hiring and training, and keeps management/client updated on team performance. Join our Awesome CX by Transcom Family as a Team Leader Monitor and conduct coaching on performance (metrics, save rate, AHT) and behavior (attendance & punctuality) of team members Monitor team members, participation to ensure the training they are being provided is being put into use, and to see if any additional training is needed Train new employees in company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients Coordinate with HR Department in relation to team members’ leave application forms, incident reports, coaching logs, overtime trackers, and other internal documentation Communicate about the company's account goals, policies, safety practices and deadlines to the team Create an inspiring team environment with an open communication culture Listen to team members’ feedback and resolve any issues or conflicts Perform other tasks that will be assigned to, from time to time What we are looking for: To be successful in this role you must… Prior experience as a Team Leader is a plus Ability to manage a team and provide coaching and trainings in order to improve team performance Strong attention to detail Excellent verbal and written communication skills Flexibility to quickly shift between tasks and roles based on operational needs Ability to manage and prioritize multiple tasks #J-18808-Ljbffr

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