Senior Group Lead

14 hours ago


Manila, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Title: Senior Group Lead

At BEST CAREERS AND OPPORTUNITIES, we are seeking a highly skilled and experienced Senior Group Lead to join our team.

Job Summary

We are looking for a talented individual to lead our team of TLs and manage various matrices defined by our clients. The successful candidate will be responsible for handling customer care issues and service problems, coordinating escalations, and assessing customer needs.

Key Responsibilities
  • Manage a team of TLs and maintain various matrices defined by clients
  • Independently handle customer care issues and service problems, coordinate escalations, and assess customer needs
  • Motivate team members through effective management, career development, and implementation of reporting mechanisms
  • Liaise with other areas of the company affecting technical support
  • Analysis of reports, including process dashboards and team performance reports, and initiate appropriate actions plans and trainings
  • Manage attendance and attendance incentives for the team
  • Manage periodic shift-level projects/initiatives and responsible for the administrative aspects of the group/shift
  • Mentor and assist new hires
  • Handle customer complaints and provide resolution for escalated calls
  • Ensure team members are updated, aware of, and compliant with all Company policies and procedures
Requirements
  • Graduate of any course
  • 4-6 years of relevant work experience
  • Good working knowledge of computer (MS-Office, Operating Systems, internet services, and Online tools)
  • Excellent verbal and written communication and presentation skills
  • Good interpersonal and people management skills with good problem-solving approach
  • Expert knowledge of service procedures
  • Good analytical skills for MIS, number crunching, and reporting to internal and external customers
  • Ability to exercise managerial judgment and perform as a mentor
  • Demonstrated customer service skills
  • Leadership skills

We offer a competitive salary and benefits package to the right candidate. If you are a motivated and experienced professional looking for a new challenge, please submit your application.


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