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Senior Customer Service Team Lead

1 month ago

Legazpi, Philippines TASQ Staffing Solutions Full time

TASQ Staffing Solutions is seeking a Senior Customer Service Team Lead to manage a travel account in Albay.

About the Job

This role will be responsible for driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.

Responsibilities:
  • Impact the business by implementing effective strategies based on accurate data reports and analysis.
  • Manage administrative responsibilities such as attendance tracking, queue administration, and corrective delivery.
  • Influence the lives of others by developing, training, and managing team members.
  • Strengthen relationships by establishing and maintaining communication with clients and/or team members; understanding needs, resolving issues, and meeting expectations.
  • Keep morale high by ensuring motivational programs are in place and encouraging frequent recognition.
  • Impact the bottom line by producing solid and effective strategies based on accurate and meaningful data reports and analysis.
  • Define Sutherland's reputation by overseeing and managing performance and service quality to guarantee customer satisfaction.
  • Keep leaders informed by relaying important information in the form of timely and accurate reports.
Requirements:
  • A Bachelor's degree or Associate Degree is preferred but not required.
  • Experience in managing a team of 18 to 20 associates.
  • Experience and knowledge in supporting hospitality/travel programs as a customer service line of business.
  • Experienced with chat, email support, and back-office.
  • Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues.
  • Strong customer orientation when managing communications and issues.
  • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
  • Knowledge of metrics, their measurements, thresholds, targets, and process owners.
  • A pro-active attitude towards developing trust and professional rapport with employees and team members; the ability to be a team player.
Salary:

The estimated salary range for this position is between $45,000 to $60,000 per annum, depending on experience and qualifications.