Team Leader | Trilingual

Enshored Pasig, National Capital Region, Philippines

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don\'t always know the answer, but we don\'t give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It\'s a commitment. We\'re committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don\'t want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself

If you don’t know where to start, check us out at .

Essential Duties And Responsibilities

• Manage and direct the daily activities of the Heroes, including creative resource planning and implementing call center strategies and operations
• Provide meaningful career and professional development to Heroes, in partnership with leadership development staff
• Carry out needs assessments, and performance reviews for Heroes
• Setting and meeting performance targets for efficiency and quality
• Ensure that the Service Delivery processes and team meet Enshored and client-specific KPI targets.
• Practice and ensure compliance with all policies and procedures of the company
• Coordinate and cooperate and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
• Coordinate with Recruitment, and IT, and liaise with the HR team.

Minimum Requirement Qualifications

Key Skills:

• Industry Knowledge
• • Required: Travel experience in the CX space, dealing with end consumers, great with people - high capacity to problem solve on behalf of another, detailed oriented. Preferred; travel experience using back end portals of Amadeus, Expedia, Hotelbeds - really any online travel agency\'s (OTA) backend portal.
• Technical Skills/Tool Knowledge
• • Required; Customer Support
  • Problem Resolution
  • Product Knowledge
  • Order Processing
  • Documentation
  • Follow-Up
  • Team Collaboration
  • Maintain Service Standards
  • Ability to use oud computing, productivity, and collaboration tools, software, and products
• Soft Skills
• • Empathy: The ability to understand and share a customer\'s feelings.
  • Active listening: The ability to fully understand and engage with a customer\'s words and underlying messages.
  • Communication: Effective verbal and written communication.
  • Problem-solving: The ability to solve problems and be resourceful.
  • Patience: Being patient with customers.
  • Adaptability: Being able to adapt to different situations.
  • Positive attitude: Having a positive attitude and being friendly.
  • Conflict resolution: Being able to resolve conflicts.
  • Time management: Being able to manage time well.
  • Teamwork: Being able to work well with others.

Education And Experience

Tenure of Experience

• 2-3 years of experience working as a Team Leader in a BPO is an advantage but not required

Education Type/Level

• Required and Preferred: college-educated

Language Skills

• Above-average communication skills in English, Tagalog and Arabic

#EnshoredJobs

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.