BPO Team Leader

1 week ago

Quezon City, Philippines HGS Full time

HGS Quezon City, National Capital Region, Philippines Responsibilities Ensures that the team and staff meet the account’s productivity standards. Responsible for monitoring call center and agent on‑line ACD data, ensuring that the floor operations meet the standards set (KPIs) in periodic intervals for the shift. Monitors all areas of performance metrics and helps the program manager/s ensure client service levels are met or exceeded. Monitors service contact methods to observe employee’s demeanor, technical accuracy, and conformity to company policies. Coordinates with all parties concerned when systems affecting operations are not working effectively and reports the same to the operations management team. Works with program manager/s to develop better ways to improve the system, processes, service and quality. Determines work procedures and expedites workflow. Acts as subject‑matter expert to the operations team/floor by addressing product‑specific questions and taking customer escalations, as needed. Addresses escalated customer/client issues that require special handling, until resolution. Works with team members to resolve grievances. Coaches and counsels individual team members regularly to ensure that all standards of performance are met and maintain a high level of employee engagement and satisfaction across. Takes charge of discipline management of team members and, in compliance with company policy, carries out necessary corrective measures and disciplinary actions targeted to uphold and meet the program’s performance standards and the company’s key objectives. Performs people development activities geared towards the further improvement & growth of his/her staff. Prepares composite reports from individual reports of subordinates. Qualifications At least 2 years of experience in handling a team while managing a customer service process. The candidate should have an overall experience of 3+ years in BPOs. Should be willing to work the night shift and shifting schedule. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at HGS by 2x Sign in to set job alerts for “Team Lead” roles. #J-18808-Ljbffr

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