Team Leader

5 days ago

Manila, National Capital Region, Philippines Reliasourcing Inc. Full time

Position Summary:

We are seeking a highly motivated and experienced Team Leader to manage and lead a team of customer support agents in a fast-paced BPO environment. The ideal candidate will have experience using Zendesk as a primary customer support platform and be passionate about delivering exceptional service. As a Team Leader, you will be responsible for guiding, coaching, and mentoring your team to ensure they meet service level agreements (SLAs), improve customer satisfaction, and achieve performance goals.

Key Responsibilities:

  • Lead, motivate, and manage a team of customer support agents to achieve departmental goals and KPIs.
  • Oversee the daily operations of the team, ensuring efficient handling of customer queries via Zendesk.
  • Monitor agent performance and provide constructive feedback, coaching, and training as needed.
  • Ensure that Zendesk tickets are being handled in a timely and effective manner, maintaining high-quality standards.
  • Act as the point of escalation for complex customer issues and ensure swift and effective resolution.
  • Analyze performance metrics and customer feedback to identify areas for improvement and implement corrective actions.
  • Provide regular reports on team performance, customer satisfaction, and other relevant metrics to management.
  • Collaborate with other departments to resolve issues and improve customer experience.
  • Conduct regular team meetings and one-on-one sessions to ensure consistent communication and performance development.
  • Assist in recruitment, onboarding, and training of new team members.

Requirements:

  • Atleast 3 years of experience as a Team Leader or Supervisor in a BPO or customer service role.
  • Experience using Zendesk is a must (Zendesk certification required).
  • Strong leadership and communication skills.
  • Ability to handle customer issues and make decisions under pressure.
  • Good problem-solving and analytical skills.
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