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Team Lead

2 weeks ago

Manila, National Capital Region, Philippines NTT Business Process Outsourcing Full time

Job Description:

The successful candidate will be responsible for meeting or exceeding client goals for quality and performance for assigned programs.

This includes positively motivating Customer Service Representatives, monitoring program objectives, providing on-the-job training, creating a team/positive atmosphere, developing overall contact skills and program troubleshooting.

In addition, the incumbent will be responsible for the administrative management of assigned Customer Services Representatives, including weekly one-on-ones, 90-day, and annual reviews, and completing assigned reports and feedback.

Key Accountabilities:

  • Delivers measurable and sustainable results by contributing to continuous improvement initiatives.
  • Contributes to the development and delivery of initiatives that contribute to improving the overall operating performance of the organization.
  • Attends leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action.
  • Represents Call Centre team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented.