Non-Voice Team Leader

4 weeks ago

Pasig, Philippines Thoth AI Full time

  • Supervise and guide a team of non-voice customer service representatives.
  • Monitor and evaluate team performance to ensure quality service.
  • Handle escalated customer inquiries and resolve issues promptly.
  • Train and develop team members for improved performance.
  • Create and manage schedules to ensure coverage and meet service levels.
  • Analyze performance metrics to identify areas of improvement.
  • Develop and implement strategies to enhance customer satisfaction.
  • Coordinate with other departments to resolve complex issues.
  • SHS Grad/ Bachelor's degree or equivalent experience in a related field.
  • Proven experience in a supervisory/SME role within BPO customer service.
  • Strong understanding of non-voice communication channels.
  • Excellent verbal and written communication skills.
  • Ability to handle multiple tasks and prioritize effectively.
  • Strong problem-solving skills and attention to detail.
  • Proficient in using customer service software and tools.
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