High-Performing Team Director

6 days ago


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

Reliasourcing Inc. is seeking a highly skilled 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.

Job Description:

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.

Responsibilities:

  • Lead and motivate a team of customer support agents to achieve departmental goals and KPIs.
  • Oversee daily operations, ensuring efficient handling of customer queries via Zendesk.
  • Monitor agent performance and provide constructive feedback, coaching, and training as needed.
  • Escalate complex customer issues and ensure swift resolution.

Requirements:

  • At least 3 years of experience as a Team Leader or Supervisor in a BPO or customer service role.
  • Experience using Zendesk is required.
  • Strong leadership and communication skills.


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