Team Leader and Coordinator

2 days ago

Marikina City, National Capital Region, Philippines beBeeLeadership Full time ₱800,000 - ₱1,200,000
Lead Team Coordinator Job Summary

We are seeking a skilled Lead Team Coordinator to join our team. This is a key role that requires strong leadership and coordination skills to manage a team of professionals.

Key Responsibilities:

  • Act as the main point of contact for all team members regarding questions about any processes or products.
  • Work hand in hand with Training associates to get new hires up to speed.
  • Review calls and tickets to ensure that SLAs are met.
  • Send nightly updates or end-of-day reports.
  • Handle calls and tickets as needed and continue to provide excellent service to clients or customers.
  • Monitor calls and assist with Quality Assurance audits.
  • Periodically or daily, monitor the team's attendance.
  • Update the leadership team on any issues/updates about the accounts.

Requirements:

  • Strong verbal and written English skills.
  • A strong background in performance management concepts.
  • Openness to shifting schedules, flexibility regarding work hours, and availability to work on holidays.
  • Excellent coaching knowledge and skills.
  • Ability to work under pressure.
  • Above-average English written and verbal communication skills.
  • Demonstrated track record in achieving targets and improving agent performance.
  • Service and customer-focused mindset.
  • Strong analytical skills and attention to detail.
  • Strong decision-making and problem-solving abilities.
  • Knowledge of call center tools and processes.
  • Ability to develop a plan and lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in activities necessary to achieve company goals.

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