Team Leader
7 days ago
Probe CX Makati, National Capital Region, Philippines
The program's purpose is to build a customer service and technical support leverages the strengths of the campaign:
- Providing in-home solutions to make customers' lives easier, providing customers with exceptional customer experience
- Delivering operational excellence, supported by market best practice processing capabilities.
Job Overview:
The Team Leader is responsible for managing Team Members within the Contact Centre, including the performance of their teams and the individual Team Members.
Duties and Responsibilities:
- To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication between the Teammates and Management.
- Delivery of team service level components, quality and productivity targets & indicators.
- People Management, including all HR related issues, as well as staff development.
- Operational Management: Managing the floor, adherence to schedule.
- Ownership and problem resolution.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Conducting performance appraisal for the team.
- Compiling reports on team's performance and customer feedback.
- Communication and being a focal point of dissemination of information from management to team and vice versa.
- Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
- Offers solutions and suggestions for process and product improvement to management.
Qualifications:
- At least 3 years' experience in similar capacity is required for this position
- Experience on phone and email support
- Experience in Customer Service and Technical Support
- Has strong verbal and written communication and comprehension skills
- Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
- Must be amenable to work onsite in Wilcon, Makati
Mid-Senior level
Employment TypeFull-time
Job FunctionCustomer Service
IndustriesOutsourcing and Offshoring Consulting
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