BPO Team Leader

4 weeks ago

Taguig, Philippines Welsend Global Services Full time

On-site - Taguig 1-3 Yrs Exp Diploma Full-time

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Job Description

As a Team Leader, you will lead and inspire a team of Customer Service Agents specializing in restaurant order taking. Your primary focus will be to ensure your team delivers exceptional service, achieves performance targets, and maintains a positive and motivated work environment.

Responsibilities
  • Performance Coaching:
  • Monitor agent performance metrics, provide regular feedback, and conduct performance evaluations.
  • Identify areas for improvement and provide coaching and support to help agents reach their full potential.
  • Recognize and celebrate achievements to maintain high team morale.
  • Leadership & Support:
  • Foster a collaborative and supportive team environment.
  • Address any agent concerns or conflicts in a professional and timely manner.
  • Handle escalated customer issues or complaints with empathy and professionalism.
  • Process Optimization:
  • Identify opportunities to enhance efficiency and service quality within the team.
  • Collaborate with training to ensure agents receive necessary ongoing development.
  • Stay informed about client updates and share knowledge with the team.
  • Communication & Reporting:
  • Prepare and share performance reports with management.
  • Maintain open communication channels with agents and address their questions or concerns.
  • Liaise with clients to ensure their expectations are met and feedback is addressed.
Qualifications
  • Proven experience in a customer service or BPO leadership role.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Experience in the restaurant industry or order taking is preferred.
  • Passion for coaching and developing others.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
Work Arrangement
  • Full time position, Night Shift with flexible scheduling to accommodate US time zones.
  • On-site , McKinley Hill Taguig
  • Can Start ASAP
Job summary

English Language Problem Solving Team Player Account Management Strong Work Ethic Technical Skills Organizational Skills People Skills

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Welsend Global

HR Officer Welsend Global Services

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Working Location

3/F, Welsend Global Services, 3rd Floor, Three World Square, 24 Upper McKinley Hl, Taguig, 1634 Metro Manila, Philippines

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